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  • 1.  Custom Agent Greeting

    Posted 05-10-2023 22:36
    No replies, thread closed.

    Is there a way to play a custom agent greeting when the agent is already connected to the call- so both the agent and the caller would hear the message?  We are trying to avoid a delay from when the caller hears the greeting and when they are connected to the live agent.


    #ArchitectureandDesign

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    Jenna Swikard
    InflowCX
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  • 2.  RE: Custom Agent Greeting

    Posted 05-10-2023 23:25
    No replies, thread closed.

    We have done this through API's and Secure Flows for various customers, depending on what they want the experience to be.  The hardest part is how to have the voice to be that of the agent without giving them access to prompts.  If you are interested in getting a quote for your customer, let me know via Email.  It is not something we can do out of the box and there is no real plan to put it in.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Custom Agent Greeting

    Posted 05-11-2023 09:31
    No replies, thread closed.

    Jenna,
    This is commonly known as a "Smile" greeting in other systems and is sadly lacking in Genesys Cloud.
    There is an idea out there that you might want to review and vote / comment on: https://genesyscloud.ideas.aha.io/ideas/INB-I-986
    Currently, it's looking like EOY (if the most recent post from the admin is any indication.)
    HTH



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    Paul Simpson
    Eventus Solutions Group
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