A customer call is delivered via CCaaS to the CSR's desktop with red/green (decline/accept) buttons appearing on D365CS desktop. Before actually accepting the incoming call, no customer intent data or previous history is shown to the CSR on the Dynamics desktop. Only on clicking "Accept" is the CSR then shown the transcript of the IVR interaction, any previous case history with the option of then clicking "Summarise call" to get a summary of the IVR interaction. This happens simultaneously with the customer being connected with the CSR. In order for the CSR to 'consume' that content being displayed in D365CS, they would need to say something like: "Please wait while I just read the notes". Even with the transcript, summarisation and case history displayed, this takes a few seconds and is still not a great customer experience.

A better experience for both CSR and customer would be if the CSR clicked "Accept call" and be presented all the customer data/history/summarisation info in D365CS but with the customer still left on hold listening to music or whatever they hear when the IVR says "Just a moment, I will connect you to the next available service agent". That would give the CSR as long as they need (perhaps 10-30secs) to read the transcript, summary and case history before then clicking again on an "Accept Csutomer" button to then actually be connected to the customer. Immediately, the CSR can then open with something like: "Hi John, I understand you wish to discuss a loan for a car...." having already read the notes in full.

The customer would be none the wiser and will unknowingly only been waiting for a few seconds while the CSR quickly gets familair with their relevant intents. And the CSR will be fully informed on what the customer needs without having to listen to the customer repeat themself and read summary case notes at the same time.

So in short - clicking the "ACCEPT" button for inbound calls escalated from the IVR becomes a two-click process:

1. ACCEPT CALL - presents customer notes and IVR intents onscreen for CSR to read, customer continues on brief hold
2. ACCEPT CUSTOMER - connects customer to fully informed CSR to begin interaction