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Ellie CEllie C 

UI help needed - somewhat non-linear, repeat use by user flows

I have a Call Center Use Case for Customer Service Reps helping customers troubleshoot mechanical issues.
 
Currently the agents are viewing a paper workflow. A huge benefit is that this allows the agent to 'skip ahead' of the flow based on the customer's response.
 
Agents also go through the flow many times a day with each call.
 
Questions:
What would be the recommended UI for this use case (allow agent to skip ahead, don't make agents go through lots of linear screens)? 
 
Is it possible to present multiple questions (radio button answers) on one screen that expand dynamically based on Customer Service Rep's input so the agent can quickly remap if the customer's answer dictates?
RajaramRajaram
Dynamic show and hide of info on 1 screen is not possible now, but something on our roadmap. THe user has to select an option and click next where the dynamism can be incorporated.
Ellie CEllie C

Hi,

How can we be part of your beta use group for dynamic show and hide of info on 1 screen?  We'd like to incorporate visual workflow within our call center (50 agents in Bay Area) but it would be a lot to ask for them to have flows that are optimized for single use (not going through flows 25x or more a day).

I have a success meeting today so will ask our Sales Person too.

thanks,

elliebird10@gmail.com

 

RajaramRajaram
WIll ensure that you are in the loop for any pilot/beta in the future.