Shelf IVR Mapping Overview
Mapping IVR outcomes to Shelf content (a.k.a. “Gems”) is a great way to streamline the process of connecting Customer Service Representatives (CSRs) to the information/answers they need to successfully resolve caller issues. This document will provide a high-level overview of the different approaches and content types to leverage when mapping IVR outcomes to Shelf.
Administrators have lots of flexibility when it comes to mapping IVR outcomes to Shelf. Not only can they map IVR outcomes to different Shelf content types, administrators can also decide to connect outcomes to different Gem displays, which include:
- Mapping an outcome to a specific Gem
- Mapping an outcome to a filter/folder or combination of filter/folders
- Mapping an outcome to a set of search results
Administrators also have the option of connecting Shelf to different types of IVR, including keypad and/or voice-activated solutions. This provides flexibility for organizations that utilize multiple IVRs, and for organizations that are transitioning from one IVR solution to another. While the type of IVR solution might influence that mapping approach, the background mechanics are the same: once the outcome is defined in the IVR it is sent to Shelf, and Shelf “pops” the designated content, filter/folder, or search result that corresponds to the outcome so CSRs have targeted information available to them at the start of a call.
Shelf IVR Mapping Approaches
There are two approaches for connecting an IVR outcome to Shelf:
- IVR outcome > individual Gem
- IVR outcome > multiple Gems via folder/filter or search result
These approaches can be combined, to ensure that each screen pop provides has the proper level of specificity or generality. What follows are some suggestions on how to leverage Shelf content types to deliver the best possible results to the CSR.
IVR Outcome > Individual Gem
Mapping an IVR outcome to an individual Gem allows administrators to pop a specific policy, procedure, form, script, or FAQ answer. But they can also connect IVR outcomes to individual Gems as a starting point via Shelf’s Decision Tree and Wiki/Article content types. What follows are some guidelines on how to use different Shelf content types to provide the most helpful screen pop to the CSR:
Connect an IVR outcome to a defined outcome…
Connect any content type to a well-defined IVR outcome. It could be a simple process as an article/wiki, a document (for a specific form), etc.
Connect an IVR outcome to a topic/concept landing page…
There will be plenty of scenarios where it is simply not possible to connect a specific procedure, policy, or FAQ Gem to an IVR outcome. But there might be enough detail to a topic “landing page”. In these situations, it makes sense to utilize the Article/Wiki content type as a topic overview that can link out to other, more specific processes, FAQ, forms, etc. This linking can be done directly within the body of the Article/Wiki and/or via the Connections feature on the right-hand side panel.
This approach works well if the IVR outcome connects to a few, finite actions (between 2-5). If the IVR outcome connects to a broader set of potential actions, it usually makes more sense to connect the IVR outcome to a filter, folder, or search result (see below).
Connect an IVR outcome to a guided workflow/process…
Use the Decision Tree content type to articulate the multi-step process in a more digestible, easy-to-follow structure. This approach helps reduce the confusion that is often associated with trying to sift through a large amount of text-heavy if/when statements that are often a part of multi-step processes. Using the Decision Tree in these instances will reduce dead airtime, allow CSRs to feel confident that they are giving the right answer, reduce unintentional errors, and reduce AHT.
IVR Outcome > Multiple Gems
Mapping an IVR outcome to multiple Gems allows administrators to connect it to a broad selection of related content. Using this approach, administrators do not need to focus on the specific result, but on providing the CSR with a pre-filtered set of results that can be further refined via Shelf’s faceted search mechanisms. What follows are some guidelines on how to use search and Shelf’s folders and filters to provide a targeted list of relevant results to the CSR:
Connect an IVR outcome to a filter…
The benefit of connecting an IVR outcome to a filter is the ability to provide the CSR with a cross section of relevant content based on a topic, theme, type of process, etc. This approach works particularly well with Shelf’s Categories and Tags.
Connect an IVR outcome to a folder…
The idea of connecting an IVR outcome to a folder is like the approach of connecting to a filter. A folder can provide a similar level of topical detail as a filter, but from a different taxonomic perspective. Frequently Shelf folders will define the line of business that content is related to, or a job-to-be done.
It should be noted that an IVR outcome can also map to a combination Folder + Filter to narrow the displayed results even further.
Connect an IVR outcome to a keyword search…
The benefit of connecting an IVR outcome to a keyword search is that it will provide a cross section of results that is not dependent on meta data. It will display any Gem content that contains the desired term/phrase. Based on the keyword search term that is chosen, this could deliver a very targeted set of results or a rather broad set of results.
