Configuring agent workflow settings

The Agent workflow tab contains the default workflow that manages the playback of recorded messages when an agent answers an incoming call from the queue. This workflow is activated when agent greeting is enabled. For more information on enabling agent greeting, see "Adding sites"

The workflow includes a Play Agent Greeting activity. If Agent Greeting is enabled for the site (see "Adding sites"), the Play Agent Greeting activity checks the value of the <<AgentGreetingRecording>> variable (populated with a .wav file, if the agent has recorded a greeting) and plays the recording.

You can add activities to customize the workflow (for example, you can add a Scheduling activity if you want the greeting to play only during business hours), however, the default workflow is sufficient for playing an agent greeting message if present. The workflow is triggered when the agent accepts an incoming ACD call.