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Whisper on-hold time in agent's ear

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

    NEW MEMBER
    Posted 6 days ago

    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

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    Craig Andree
    SECURIAN FINANCIAL NETWORK
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  • 2.  RE: Whisper on-hold time in agent's ear

    Top 25 Contributor
    Posted 6 days ago
    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

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    Vineet Kakroo
    FIL Investment Management Ltd
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