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  • 1.  Messenger

    Posted 02-08-2024 06:16
    No replies, thread closed.

    Hi All

    We are due to be launching Genesys Messenger and when doing the testing, when the customer is connected to an agent, there is no automatic message to let the customer know that they are now through to someone. 

    This means the agent could send the first message a few minutes after the customer coming through and the customer still waiting as they don't realise they are through to someone. 

    Is there anyway to set an auto message once connected to an agent..

    Thanks


    #DigitalChannels

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    Shauna Gibson
    Motability Operations
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  • 2.  RE: Messenger
    Best Answer

    Posted 02-08-2024 07:01
      |   view attached
    No replies, thread closed.

    Hey there, 

    Currently, Genesys does not do this out of the box - although we have a product that solves this, among a few other features that could help. Focus around agent utilisation and eliminating the quiet parking piece you describe. 

    The main pieces here for you would be 

    Automatic Customer Engagement

    Engage your customers the moment they arrive with ConvoWizzard's automatic tracking. By identifying incoming web messages, the system instantly surfaces the agent's name and sends a customisable welcome message. Say goodbye to "quiet parking" delays and set the stage for proactive and personalised conversations right from the outset.

    Intelligent Disconnects

    ConvoWizzard keeps agents accountable and enhances service rates by smartly tracking customer presence. If the customer departs, a tailored message is automatically dispatched, followed by an immediate web message disconnection, shifting the agent to ACW. The result? No more idle "quiet parking" and prompt availability for the next awaiting customer.

    Would be happy to chat if you would like a demo



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    Lawrence Drayton
    Prvidr Pty Ltd
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    Attachment(s)

    pdf
    ConvoWizzard Feature Showcase OL.pdf   845 KB 1 version


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