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  • 1.  Agent Announcement

    Posted 06-07-2021 06:01
    Hi all,
    just need confirmation on this as i cannot find any reference to this anywhere on Genesys.

    Does GC have the feature for agent announcement like On Prem solution has?

    So, what i am looking for is, when a agent is selected a audio file is played to the caller "Please hold while we connect you to Agent Joe Soap"
    #ArchitectureandDesign

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    Reginald Sheraton
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  • 2.  RE: Agent Announcement

    Posted 06-07-2021 21:10
    Edited by Kevin Brown 06-07-2021 21:12

    Reginald, unfortunately no.  This was a massive employee satisfaction function everywhere I have implemented this, starting back in 1995 with a Rockwell Spectrum.

    We never used it the way you describe, but rather have the agent record their greeting and play that instead of the agent repeating themselves 80-100 times per day. 

    I put it in as a feature request for Engage Cloud, I'll do the same here.  Employee satisfaction = customer satisfaction.  This is a 1,000 times better than gamification which many hate.




  • 3.  RE: Agent Announcement

    Posted 06-08-2021 01:53
    Hi Kevin,
    Thanks for your response, i have found an idea logged already which i commented on
    https://genesyscloud.ideas.aha.io/ideas/CLINB-I-308

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    Reginald Sheraton
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  • 4.  RE: Agent Announcement

    Posted 06-08-2021 14:27
    Thank you very much Reginald, I voted on it. Seems to have plenty of support for obvious reasons.


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