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  • 1.  Agent Script - Terms & Conditions recording

    Posted 18 days ago

    Hi all,

    I'm just curious if there's any customers that use Genesys scripts with a button that allows the agent to seamlessly play a set of terms and conditions to a customer.  So far through exploring some setups, it's not a simple task to setup based off our requirements.

    To demonstrate in a call audit that these are being played, Secure Flows are not the way as this is not recorded in the call recording.  Whilst using a Secure Flow is the most simple setup, there's no audible record of the terms.

    Another option i looked at was creating a queue with an inqueue flow that achieves the same thing, however the agent would need to transfer to the queue, then pull the caller off hold to listen which adds effort and the potential for the agent to make a mistake handling this.  

    I've also looked into injecting time / date, along with another text input through the Flow.InvocationData but I haven't figured how to separate them into a flow.

    Does anyone have any recommendations on how this can be achieved?  Our aim here is to take away the long script reading from our agents by making it a simple click of the button instead.

    Thanks


    #ArchitectureandDesign

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    Robert Niblock
    APM
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  • 2.  RE: Agent Script - Terms & Conditions recording

    Posted 14 days ago

    This could be part of the new agent greeting development that has just stated.  We have experimented with many ways of doing this mini-Maranda, but the Secure flow is the best so far as for ease of implementation and use by the agent.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Agent Script - Terms & Conditions recording

    Posted 14 days ago

    Hi Robert,

    Is there more information about the agent greeting development you mention in the ideas lab, or elsewhere?

    Secure flow seems to be the easiest implementation via a script, but it's a shame you cant allow it have the audio in that flow recorded.  I understand for security reasons why it's masked, but for some uses like playing a recording of a message to a customer, there should be an option to not mask it.



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    Robert Niblock
    APM
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  • 4.  RE: Agent Script - Terms & Conditions recording

    Posted 14 days ago

    The Agent Greeting feature (sometimes called a "Smile Greeting") is intended to allow an agent to pre record their "Hi, thank you for calling We Don't Care About You Corp, my name is Useless Agent, how may I fail to help you today?", or similar. This then gets played when they answer the call so they don't have to repeat it every time.

    This would work for your use case, as long as the message works at the very beginning.

    I haven't tried it (perhaps others have and can advise) but I would look at using the API to conference in a Queue which has an In-Queue flow that plays the Miranda and then disconnects. You could call the API from a button.



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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  • 5.  RE: Agent Script - Terms & Conditions recording

    GENESYS
    Posted 8 days ago

    Hi Robert

    Here is the link to the Agent Greeting feature (currently being scoped for development) or there is also an idea for Ability to play "product disclosure" announcements via Script buttons that seems to meet the same needs you are querying and I would recommend voting on and adding your use case to the idea.

     



    ------------------------------
    Samuel Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 6.  RE: Agent Script - Terms & Conditions recording

    Posted 7 days ago

    Hi Samuel,

    Thank you for the information and the relevant links.  I really hope that Genesys can develop such features in the future, this will definitely aid Agents on calls and ensure that disclosures are being informed to the customer reducing or eliminating compliance issues.

    Cheers



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    Robert Niblock
    APM
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  • 7.  RE: Agent Script - Terms & Conditions recording

    Posted 7 days ago

    Samuel,

    Do you have any "estimated time" for this feature?

    All our clients demand this, and now this may be one of the reasons to "lose" the RFP.



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    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
    ------------------------------



  • 8.  RE: Agent Script - Terms & Conditions recording

    GENESYS
    Posted 7 days ago

    Hi Yvgeni,

    This is still in scoping stage and once this is completed we should be able to provide a target date.  If you have voted/subscribed to the idea, you should receive a notification when the PM updates the idea.



    ------------------------------
    Samuel Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 9.  RE: Agent Script - Terms & Conditions recording

    Posted 7 days ago

    Samuel,

    Many thanks for Your response.

    Of course, I voted for this idea.

    In addition, when the time comes, can You send me the notification about "beta".



    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
    ------------------------------



  • 10.  RE: Agent Script - Terms & Conditions recording

    Posted 13 days ago

    Hi Robert!  Although there is no recording, conceptually you couldn't you play the voice segment and then prompt the customer for acceptance/confirmation.  Then you store this in a variable with the call data?  That way you have a trace for your audits.



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    Vick Sweeney
    Hydro Quebec
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