Genesys Cloud - Main

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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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
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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
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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
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Then not in a nice clean way no. see previous post asking the same thing: (https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=a9dec195-0f72-4b18-9fd3-0c9e5661b077&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4)

But I vaguely remember someone suggesting a dirty workaround. In the agent script, on call connect, automatically send the customer to a secure flow where they are played the greeting and then return to the agent.

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Anton Vroon
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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.  

------------------------------
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/

------------------------------
Anton Vroon

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.cloud

https://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.  

------------------------------
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/

------------------------------
Anton Vroon