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  • 1.  Play post-call audio message

    Posted 07-08-2018 07:26
    No replies, thread closed.
    Hello,

    I would like to know if it is possible to automatically play an audio message for the Customer, after the Agent has ended the call.

    At the moment, I see two possibilities:

    - The Agent transfers the call to a Queue. This queue has a default in-queue call flow (Architect), which will play the message.
    - The Agent transfers the call directly to a voice mail.

    The problem with these two options is that every transfer (to a 'real' number or not) is taken into account by Performance metrics and Reporting. As a consequence the amount of actual transfered calls is not obtainable anymore.

    What we're looking for:
    - Every time an Agent hangs up a call from a Queue, an audio message is played.
    OR
    - The Agent can start the audio message by clicking a button in the Script.

    Thanks in advance


    ------------------------------
    Steven Deferme
    Quant.be
    ------------------------------


  • 2.  RE: Play post-call audio message
    Best Answer

    Posted 07-09-2018 11:20
    No replies, thread closed.

    You could have the agent transfer the caller to a secure flow that plays your message.  Make sure the secure flow ends with a Disconnect action instead of Return to Agent, and that Return After Flow Completion is disabled in the script's Invoke Secure Flow action.

    I'm not very familiar with the performance metrics & reporting, you'll need to test this to see if it accomplishes what you want.

    https://help.mypurecloud.com/articles/initiate-secure-flow-session/



    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Play post-call audio message

    Posted 07-15-2018 17:26
    No replies, thread closed.
    Hello,

    I tested the "Transfer To Secure Flow" action, and the result is great :

    • The Agent can transfer the call to an audio message (configured in the secure flow).
    • The transfer to the secure flow is NOT counted as a transfer in the reporting and performance statistics
    Furthermore, we can play an audio message depending on the language the caller had chosen at the beginning of the Interaction.
    Thank you !

    Steven

    ------------------------------
    Steven Deferme
    Quant ICT
    ------------------------------

    Original Message


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