The Agent Greeting feature (sometimes called a "Smile Greeting") is intended to allow an agent to pre record their "Hi, thank you for calling We Don't Care About You Corp, my name is Useless Agent, how may I fail to help you today?", or similar. This then gets played when they answer the call so they don't have to repeat it every time.
This would work for your use case, as long as the message works at the very beginning.
I haven't tried it (perhaps others have and can advise) but I would look at using the API to conference in a Queue which has an In-Queue flow that plays the Miranda and then disconnects. You could call the API from a button.
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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Original Message:
Sent: 07-09-2024 01:19
From: Robert Niblock
Subject: Agent Script - Terms & Conditions recording
Hi Robert,
Is there more information about the agent greeting development you mention in the ideas lab, or elsewhere?
Secure flow seems to be the easiest implementation via a script, but it's a shame you cant allow it have the audio in that flow recorded. I understand for security reasons why it's masked, but for some uses like playing a recording of a message to a customer, there should be an option to not mask it.
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Robert Niblock
APM
Original Message:
Sent: 07-09-2024 01:08
From: Robert Wakefield-Carl
Subject: Agent Script - Terms & Conditions recording
This could be part of the new agent greeting development that has just stated. We have experimented with many ways of doing this mini-Maranda, but the Secure flow is the best so far as for ease of implementation and use by the agent.
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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
Original Message:
Sent: 07-05-2024 04:04
From: Robert Niblock
Subject: Agent Script - Terms & Conditions recording
Hi all,
I'm just curious if there's any customers that use Genesys scripts with a button that allows the agent to seamlessly play a set of terms and conditions to a customer. So far through exploring some setups, it's not a simple task to setup based off our requirements.
To demonstrate in a call audit that these are being played, Secure Flows are not the way as this is not recorded in the call recording. Whilst using a Secure Flow is the most simple setup, there's no audible record of the terms.
Another option i looked at was creating a queue with an inqueue flow that achieves the same thing, however the agent would need to transfer to the queue, then pull the caller off hold to listen which adds effort and the potential for the agent to make a mistake handling this.
I've also looked into injecting time / date, along with another text input through the Flow.InvocationData but I haven't figured how to separate them into a flow.
Does anyone have any recommendations on how this can be achieved? Our aim here is to take away the long script reading from our agents by making it a simple click of the button instead.
Thanks
#ArchitectureandDesign
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Robert Niblock
APM
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