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In your customer whisper flow you can use text-to-speech in your play prompt block, set the text to "Thank you for calling ABC, I am $.Agent.FirstName How can I assist you?" and that will do what you are after.
Hi dmacias
The real plan is to record each and every agent voice clip and play the voice prompt according to the agent who answeres the phone, this would reduce the AHT in the contact enter who are SLA concern Contact centers. We can do that on Cisco, I am checking whether we could achive the same on Amazon Connect.
Yeah how Cisco does it is nice. I'm curious if you're building all the infrastructure to maintain this information up to date or are you doing it manually? Agent needs a recording, recording needs to be saved, etc.
I personally think this is a terrible customer experience. The greeting should be in the agent's voice and not in an automated voice. This is going to be awkward as most of us are used to hearing a hello from a human in order to prompt us to speak.
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AWS 官方已更新 1 年前- AWS 官方已更新 3 年前
Hi Ledge
Thank you for your reply and time.
I created a seperate customer whisperflow in contact flow, then on my main script I called that seperate flow using set whisper flow but it did not work as expected. Anywhere I am making any mistake
My Main contact flow
Press 1 for English -> set working queue -> set whisper flow (Customer)
My customer whisper flow script
Start -> get queue matrix -> Play promt (Thank you for calling ABC, I am $.Agent.FirstName How can I assist you?)
I just tested and this works fine for me. Not sure why you have a get Queue Metrics block, but it shouldn't make any difference. You'll need to make sure logging is enabled and check your cloudwatch logs to see what is going on in your instance.