PureConnect

Expand all | Collapse all

Whisper on-hold time in agent's ear

  • 1.  Whisper on-hold time in agent's ear

    Posted 03-14-2019 11:43

    When an Agent puts a caller on hold, we are being asked to whisper the ongoing hold time in the Agents ear every 30 seconds.   "On-hold 30 seconds", "On hold 60 seconds", etc...

    Has anyone done anything similar?

    Thanks for your input!

    #Handlers

    ------------------------------
    Craig Andree
    SECURIAN FINANCIAL NETWORK
    ------------------------------


  • 2.  RE: Whisper on-hold time in agent's ear

    Posted 03-14-2019 12:01
    Hi Craig,

    You may be able to do it with custom handlers but not too sure how.
    I have done something similar with hold times recently where we now display a hold-timer for each Interaction on Interaction Connect/Desktop. It ticks every 10 seconds to show the agent how much time the call is on hold. This handler is triggered every-time the call is put on hold and resets once it off hold.
    We are also currently working on alerting the agent, as a popup, once the hold goes over x-seconds.

    It may not be something you are exactly looking for but maybe a starting point.

    Regards
    Vineet

    ------------------------------
    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------



  • 3.  RE: Whisper on-hold time in agent's ear

    Posted 04-02-2019 10:52
    Thanks for the response Vineet.

    How do you display the hold-timer in Interaction Desktop?   Is this a custom handler?

    thanks!
    Craig.

    ------------------------------
    Craig Andree
    SECURIAN FINANCIAL NETWORK
    ------------------------------



  • 4.  RE: Whisper on-hold time in agent's ear

    Posted 04-02-2019 10:57
    Hi Craig,

    Yes it is a custom handler that is initiated by the Call Monitor Initiator, Notification event CallHeld.
    In this handler I update a custom attribute every 10 seconds and this value is then reflected on the screen (Interaction Connect, Interaction Desktop, ICBM) via the custom column that has been set for this new custom attribute.

    Hope this helps.

    Regards


    ------------------------------
    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------