The Tables module lets you create customizable table structures, add fields to them, and save data in those tables. The saved data can then be queried from an IVR menu, which helps you direct the customer flow in your call center efficiently.
Menu path: System Administrator > Forms > Tables
Before you start: To access the relevant menus in the System Administrator module, the necessary permissions must be assigned to the user in the Access Control List (ACL).
Benefits
Dynamic data management: Flexible table and field structures enable users to perform customized data management.
Operational efficiency: Automation and efficiency are enhanced in call center operations.
User-friendly design: The module's interface is easy to use, allowing users of various levels to quickly learn the system.
Strategic decision making: Saved data contributes to the analysis of call center operations and strategic decision-making.
Setup
Creating a table
Log in and open the System Administrator menu.
Go to System Administrator > Forms.
Open the Tables menu under the Forms menu.
Click the New button to open the new table creation screen.
Add the fields your table needs and save the table.
Adding data to the table
Open the menu of the table you created and click the View Entries button.
Click the New button to enter data into the table.
The data entered into the table is displayed in the list.
Note: The data entry capacity of each table is limited to 5,000 entries.
Linking the table with IVR
From the IVR menu screen, add a new step named Tables Connector to your existing IVR menu.
In the Tables Connector step, select the Connector Type:
Read Only: Only queries the information stored in the table; the information is not written into the Custom Variables field of the call.
Write: Queries the information stored in the table and writes these variables into the Custom Variables field of the call.
In the Tables menu, add the table you want to use.
In the Key Connector menu, define which field of your table will be matched with the Variable in the call.
In the Variable field, add a call variable or a variable defined during the call and match it with the Key Connector.
Summary
The Tables module is designed to enhance the transparency and efficiency of your call center operations. Its features help improve the customer experience while reducing the operational load.