Immediately after connecting UIS telephony to Usedesk, we had a sharp jump in applications. The fact is that our entire office uses the dialer, including the sales and marketing department, who also answer calls, while Usedesk is only for support. As a result, immediately after the integration, Usedesk sent us a fierce amount of tickets for all calls. It doesn't matter that the employee is not in Usedesk - system sees the call and creates a ticket.
When we found this out, I wrote to the guys from technical support, and they sent me detailed instructions, according to which I set up a rule in UIS in 15 minutes. I entered the extensions of all employees into it, and now, the call turns into a ticket only when the number from the list is included. That is, now a ticket is created only when a technical support employee answers the call.
All calls are saved on the client's card, but it is not always convenient to listen to them. And here is precisely the same wish that I am going to send to Usedesk: it would be great to transcribe the call so that you can download it, listen to it, and read it in text. This would significantly speed up our work because it can be trivial: an employee went on vacation, transferred all the cases, but forgot or thought the problem was solved and closed the ticket. And then the client suddenly appears. We have already discussed this with the support guys before - they say that, in theory, it is possible. So now I just have to send them a request for this feature.
There is also an interesting thing that will come in handy for kids. After connecting UIS, we wanted to send customers a skip with a proposal to evaluate the technical support operator's work quality. That is, we needed to configure the system so that the message "How do you rate this call?" left only to those customers who call technical support. We discussed this for a long time with the Usedesk guys, they offered several options that did not suit me, and as a result, I was able to set everything up myself. When I told them about my method of technical support, they replied that they considered this option but did not offer it because it would violate the statistics for the channels. But I don't need it, so this method turned out to be perfect.
Now, after the call ends, Usedesk itself checks whether the client who called has e-mail; that is, we wrote it down on the card or not. After all, our end customers can call; not all callers have cards in Usedesk. If there is mail, the channel is automatically changed from UIS telephony to mail, and the Usedesk bot sends a message to it: "You spoke to the employee [Name]. How do you rate the call? "And then a link to the assessment. I understand perfectly well that such a solution is not suitable for those interested in seeing channel statistics. But for those who do not care about it, it will help out a lot. After all, we did not set up estimates on the UIS itself, but here we could do such a thing for free.