Agent greeting settings (WEB)

The Agent Greeting feature enables agents to record messages (as .wav files) that play automatically to callers when the agent answers an inbound ACD call. The greeting can provide a consistent experience for each caller and free the agent from having to repeat the same introductory phrase for every call.

Web Ignite allows the agents to record a single default agent greeting that can be assigned on all queues. The agent greeting is a two-way playback, where both the caller and the agent hear the recording.

Agents record and manage their default greeting on the Options > Phone page.

Note:

When the agent greeting is playing, the caller is able to hear the agent speaking. To prevent the caller from hearing the agent or other contact center background noise during the agent greeting, mute the agent's headset for the duration of the greeting.
Administrative settings determine whether you have access to Agent greeting functionality. If your contact center is not enabled for agent greetings, the Agent Greeting options will not display in Ignite.

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