ICR Structure
An ICR is comprised of one or more pages. Each page contains a combination of the following content: images, messages, buttons, external links, and delays. When a customer navigates to a website with an enabled ICR, the customer is presented with the ICR window. The ICR allows the customer to ICR is presented to the customer Below is a detailed description of each content type:
- Images might include a company logo, or an image that is representative of the website your customer is visiting.
- Messages might include a greeting, or instructions on what action to take next within the ICR (e.g. "Please select one of the options on the next page.").
- A button might take you from one page in your ICR to another page (e.g. Next Page, Landing Page). Buttons can also redirect you to a queue.
- External links can redirect you to another website.
- Delays allow you to present multiple message and controls one at a time, with a slight delay before each new message and control is displayed.
When a customer navigates to a website with an enabled ICR, the customer is presented with the ICR window, where he is able to navigate through each page of the ICR, and become familiar with the available support options. Some options might include being redirected to a queue to speak to a live Agent, or being redirected to an external website to receive the support needed. Although interactivity between different ICR's is not feasible, multiple ICR's could be published on one website, since there is a separate JavaScript code for each ICR.
ICR Plan
Before your begin creating your ICR, create a plan of what you would like your ICR to look like and how you would like it to function. For example:
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