Whisper voice message
3min
A whisper message refers to a brief notification or message that is played to an agent before they connect with a customer or caller. The message is intended only for the agent's ears and is not heard by the customer. It's called a "whisper message for agent" because it is typically played quietly or discreetly.
The purpose of a whisper message is to provide agents with important or relevant information about the customer or the ongoing call before they start speaking. This information can help agents deliver better service by personalizing their approach, accessing customer history, or handling specific situations more effectively.
- Navigate to User Management.
- Open the Call Group tab.
- Locate the "View" icon under the Actions heading in the Call Group tab.
- Click on the "View" icon to access the options.
- Look for the "Configure Whisper" message option for members.
- Click on the "Configure Whisper" option.
- A popup will appear instructing you to upload a pre-recorded clip for members.
- The call center system identifies the incoming call and retrieves relevant customer information from the database.
- Before connecting the call to an available agent, the system plays a pre-recorded whisper message that may contains department name or IVR Number on which caller called. This message is played directly into the agent's headset or earpiece.
- Once the whisper message ends, the call is connected, and the agent can start the conversation with the customer, utilizing the provided information to offer a more personalized and efficient service.
Updated 28 Jun 2023
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