Hi everyone,
I really liked the new Configurable audio alert duration for agents feature - it makes total sense for manual answer interactions.
However, I'd love to see a similar alert behavior available for auto-answered interactions as well.
Today, the configurable alert only applies when agents manually accept the interaction. But in many operations (especially digital), interactions are automatically delivered to agents.
Why this would be valuable:
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Agents often work across multiple screens and systems
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In digital environments (chat, messaging), there is no ringing behavior like voice
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An audio alert for auto-answered interactions could significantly help reduce First Response Time (FRT)
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It would improve agent awareness without changing routing logic
In high-volume digital operations, even a few seconds of faster awareness can positively impact SLAs and customer experience.
Would love to hear if this is already on the roadmap or if others see the same need.
#DigitalChannels------------------------------
Mateus Nunes
Tech Leader Of CX at Solve4ME
Brazil
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