Instant Notes - Copy and Paste a Transcript or any other Session Information

  • Updated
  • Many of our contact center customers require their agents to enter notes into their CRM or Help Desk system after each call. Others would like to do this, but don’t want to increase AHT (average handle time) for their agents. Fortunately, agents using Zingtree can use Instant Notes to make this a snap.

    In essence, an agent can follow the path of a decision tree with the customer, and at the end, a notes summary screen (with an optional transcript) is available to the agent. A single button click can copy this into Zendesk, Freshdesk, Salesforce, or any other application.

    This short video shows how it works, and how to set it up:

    Usage

    This example from the Zingtree’s Agent Scripting app for Zendesk shows how it works:

    At the end of every session, just direct your agents to a final node in the decision tree. A single button click on Copy Notes copies notes into your application or the clipboard.

    Try a Demo

     

    Setup

    Making your own Instant Notes mechanism is easy. Here’s how it’s done:

    1. Add a new node to your decision tree.
    2. In the content area of the node, include these tags: [[COPY-AREA]] and [[/COPY-AREA]]. Anything between these tags will be transferred as notes. You can grab these tags from the content editor like this:

      2022-04-28_14-25-29.png

    3. Add a Copy button below the copy area with one of these options:

      2022-04-28_14-25-29.2.png

      If you’re using our Zendesk app or Freshdesk app, use the “Copy to Ticket Notes” option. Otherwise, use “Copy to Clipboard”.

    4. Optional: Add ##TRANSCRIPT## into the content area to include the full session transcript in the notes.
    5. When you’re done, your node will look like this:

    6. Make sure this node is available as the last click on your tree.


    Integrations

    To take advantage of one-click copying, you’ll need one of our apps.


  • Many of our contact center customers require their agents to enter notes into their CRM or Help Desk system after each call. Others would like to do this, but don’t want to increase AHT (average handle time) for their agents. Fortunately, agents using Zingtree can use Instant Notes to make this a snap.

    In essence, an agent can follow the path of a decision tree with the customer, and at the end, a notes summary screen (with an optional transcript) is available to the agent. A single button click can copy this into Zendesk, Freshdesk, Salesforce, or any other application.

    This short video shows how it works, and how to set it up:

    Usage

    This example from the Zingtree’s Agent Scripting app for Zendesk shows how it works:

    At the end of every session, just direct your agents to a final node in the decision tree. A single button click on Copy Notes copies notes into your application or the clipboard.

    Try a Demo

    Setup

    Making your own Instant Notes mechanism is easy. Here’s how it’s done:

    1. Add a new node to your decision tree.
    2. In the content area of the node, include these tags: [[COPY-AREA]] and [[/COPY-AREA]]. Anything between these tags will be transferred as notes. You can grab these tags from the content editor like this:

    3. Add a Copy button below the copy area with one of these options:

      If you’re using our Zendesk app or Freshdesk app, use the “Copy to Ticket Notes” option. Otherwise, use “Copy to Clipboard”.

    4. Optional: Add ##TRANSCRIPT## into the content area to include the full session transcript in the notes.
    5. When you’re done, your node will look like this:

    6. Make sure this node is available as the last click on your tree.

    You can see a full implementation of Instant Notes from the Demo Gallery here.

    Integrations

    To take advantage of one-click copying, you’ll need one of our apps.

    Summary

    Using Decision Trees with Instant Notes not only ensures your agents are following proper procedures but will save them time entering comments from each conversation.


  • Throughout 2022 Zingtree will be upgrading customers to our new faster and more modern user experience! Here's how to tell which experience your Zingtree Authors are currently using.

    Log in to your Zingtree Author account and navigate to My Trees. How does your current My Trees page look?

    Zingtree Classic

    2022-02-25_12-24-51.png

    New User Experience

    mceclip0.png

Was this article helpful?

0 out of 0 found this helpful

Have more questions? Submit a request