PROJECT BRIEF
This project addresses the need for efficient call management by introducing customizable disposition codes at Exotel. By allowing quick labelling of calls with specific outcomes and purposes, we directly address customer feedback from the NPS survey. This initiative eliminates manual disposition code uploads, aligning with customer expectations and boosting overall UX.
TEAM
Nithin Narayan
Prajwal Varma
Siri Gurram
ROLE
User Flows
Wireframing
UI Design
DURATION
2 weeks
PROJECT TYPE
Client project for Exotel done at NOCT Studio
KEYWORDS
Research | Wireframes | UI/UX Design
PROBLEM OVERVIEW
In the current Exotel call system, agents face challenges with less than a minute between calls, resorting to manual note-taking in Excel for disposition details. The absence of disposition codes on the UI adds frustration, requiring users to contact support for uploads. This inefficiency, emphasized by NPS feedback, underscores the immediate need for a streamlined and user-friendly disposition process.
Agents contend with a workflow disruption due to less than a minute between calls
Disposition codes, critical for understanding call outcomes, are not readily available on the UI
Customer feedback explicitly points to dissatisfaction with the current disposition settings
USER FLOWS & WIREFRAMES
In order to tackle the challenge at hand, there was a need to create a disposition feature that integrated seamlessly into the agent and admin workflows while also providing customizability. The UI had to be simple, clear and intuitive enough for agents to quickly add the details of the call.
SOLVING FOR THE AGENTS
Agents at Exotel face inefficiencies with less than a minute between calls, relying on manual note-taking and lacking readily available disposition codes, leading to workflow disruptions.
By introducing a redesigned disposition flow within the agent dashboard, we aim to streamline the disposition process, offering agents essential context to add in their notes directly in between their calls and improve the overall efficiency.
THE PROBLEM
THE SOLUTION
PROTOTYPE
SOLVING FOR THE ADMIN
Admins currently grapple with a time-consuming process of manually configuring disposition sets for individual agent groups leading to inefficiencies and potential inconsistencies in call categorization.
Introduce an intuitive admin interface that allows seamless customization of disposition sets for each agent group, streamlining the configuration process and ensuring a consistent and tailored approach to call categorization.
THE PROBLEM
THE SOLUTION
PROTOTYPE