Hi @Tony Manna,
In the meantime, until this feature becomes GA, we use a workaround solution with Secure IVR invoked from the custom action on Page Load Action, from where customized agent greetings are played. Please note, that this solution works with auto-answer agents only.
There is an idea (believe it or not from 2018) regarding this, and the current status is "Upcoming Development" . Link to idea is: https://genesyscloud.ideas.aha.io/ideas/INB-I-986
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Tatjana Knezevic
www.startelecom.cloudhttps://www.linkedin.com/company/star-telecom-www-startelecom-ca-/------------------------------
Original Message:
Sent: 09-27-2023 17:46
From: Tony Manna
Subject: Agent Greeting
Thank you for the input Anton. The message we would like to set up would play to the caller so it would standardize our agent greeting across the call center and reduce agent fatigue by helping them to avoid saying the same thing over and over again.
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Tony Manna
Baxter Credit Union d/b/a BCU
Original Message:
Sent: 09-27-2023 16:38
From: Anton Vroon
Subject: Agent Greeting
Is this just playing a prompt to an agent when they get a queue call?
You can set a whisper on each queue for that in the queue setting
Or in the flow
https://help.mypurecloud.com/articles/set-whisper-audio-action/
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Anton Vroon
Original Message:
Sent: 09-27-2023 12:52
From: Tony Manna
Subject: Agent Greeting
Hello,
Has anyone been able to solve to an agent greeting? In our old system it was called a " smile greeting." We have been trying to find a way to do this in the cloud so a recorded greeting message plays on all queue calls to agents.
#Telephony
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Tony Manna
Baxter Credit Union d/b/a BCU
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