Hey Filip, great question this is a common pain point, and while Genesys hasn't committed to a native configurable delay for auto-answer yet, there are a couple of workarounds you can explore. The most promising path is building a custom solution through a routing strategy, since the official documentation notes that the auto-answer timer can actually be overridden that way, allowing you to program a waiting period before the interaction connects so agents have time to review customer data. Alternatively, you can leverage the "Whisper Audio" feature - while it doesn't delay the answer itself, it can play a brief audio clip (like the customer's name or reason for calling) immediately upon connection, providing instant context that many admins have found helpful for smoother transitions, though it does require enabling auto-answer at the user or queue level. Hope these give you some practical angles to test out!
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Camila Meneghini
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