Genesys Cloud - Main

We are getting a lot of dead air in between prompting the caller for information. When our Data Actions are running we have the processing prompt play but we have many tables we have to check in between as well. The tables don't have the processing prompt option. What do others do so the caller isn't hearing dead air? I don't want to say "Please hold while we gather your information" in between each piece of information we ask them to enter. If others have this issue, what do you do during the dead air? Thanks for the help.

#ArchitectureandDesign

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Kara VanderBeek
Athene
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Initially, you really need to figure out where the delay is happening.  If a Data Action, you need to optimize that and either break down the data actions for better throughput or limit responses - you should never see more than a second or two in replies.  You can start by just putting in timestamp attributes before and after the calls to determine where the slowdown is.  If you just can't optimize, then set the default processing prompt to processing and they will hear the blip-beep sounds.

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Robert Wakefield-Carl
TTEC Digital, LLC fka Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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