Creating Prompts

Use

You use this procedure to create prompts for phone, e-mail, and chat queues. When you have created the prompts, start using them with schedules. For more information, see Creating Schedules.

Prerequisites

You need rights to:
  • Create audio, chat and e-mail prompts.
  • View prompt files when you create multiple-step audio prompts.

Creating Single-Step Audio Prompts

  1. On the System Configurator main screen, choose Queue Management > Prompt and click Add New.

  2. Choose Audio and the prompt type.

  3. In the Basics block, enter the name that can be seen in the schedule.

    You can also enter an additional description and an External ID that can be used to identify the prompt, for example, when importing the same prompt to several systems.

  4. In the Steps block, choose the action for the prompt.

    When you choose the Play File option, the Define File button is activated. Click the button, search for appropriate prompt file, and choose it from the list. To add new prompt files to the list, see Creating Prompt Files.

  5. Save your entries.

Creating Multiple-Step Audio Prompts

  1. On the System Configurator main screen, choose Queue Management > Prompt and click Add New.
  2. Choose Audio and a multi-step prompt such as In Queue Message.

    For information about which prompts are multiple-step prompts, see Prompt Management.

  3. In the Basics block, do the following:

    1. Enter the name that can be seen in the schedule.

      You can also enter an additional description and an External ID that can be used to identify the prompt, for example, when importing the same prompt to several systems.

    2. Choose the repetition from the following options:

      • All Steps

        Continuously looping from the start step to the end step

      • Last Step

        Continuously looping the last step

      • Random Order

        Continuously looping random steps

  4. In the Steps block, do the following:

    1. Choose the action for the steps.

      For example, for the In Queue Message prompt, the following options are available:

      Variable Description
      Play File A prompt file is played.
      Pause This defines a pause between played prompts.
      Current Estimated Waiting Time
      This option informs the estimated waiting time with the prompt Your average waiting time is.... The estimated waiting time calculated:

      [current average waiting time of that queue]−[the time the user has already waited]

      The calculation is based on the number of current conversations and serving agents, and the estimated time can change very rapidly when the number of conversations and agents is small. Therefore you shouldn't repeat this prompt.
      Long-Term Estimated Waiting Time
      This option informs the estimated waiting time based on the so-called learned or long-term waiting time with the prompt Your average waiting time is.... The waiting time is calculated using also earlier data of real waiting times in the queue. The pronounced waiting time is:

      [long-term waiting time]−[the time the user has already waited]

      It is possible to include other queues into the calculation in Queue Management > Queues > Contact Management > Queues Used for Long-Term Waiting Time.

      For more information about calculation of estimated waiting times, see the chapter Dynamic Prompts in Installation Guide.
      Position in Queue

      This informs the current position in queue.
      Number of Agents

      This informs the current number of agents serving in this queue.
      Busy This indicates the busy state.

    2. For the Play File option choose the file in Prompt File.

    3. For Current Estimated Waiting Time, Long-Term Estimated Waiting Time, Position in Queue, and Number of Agents choose the number type (Ordinal or Cardinal) and the number’s gender. The latter is only applicable in languages where the numbers change depending on the word to which they refer.

      For Pause, enter the value in seconds into the Number Value field.

    4. Add other steps in the same way.

      You can change the order of the steps by choosing Up or Down.

      You can delete unnecessary steps by choosing Delete.

  5. Save your entries.

Creating Chat Prompts

  1. On the System Configurator main screen, choose Queue Management > Prompt and click Add New.

  2. Choose Chat and the prompt type.

  3. In the Basics block, enter the name that can be seen in the schedule.

    You can also enter an additional description and an External ID that can be used to identify the prompt, for example, when importing the same prompt to several systems.

    If you are adding a prompt with type In Queue Message, you can also define an interval for looping the prompt until an agent accepts the conversation. Enter the time and select a time unit in the Loop Interval field. The interval can be between 30 seconds and 1 hour. To disable looping, empty the field.

    Note: If the system or an agent transfers the queueing conversation to another queue, the system recalculates the position in queue and it may increase.

  4. Choose the appropriate language block and enter the prompt text.

    For the following prompt types you enter variables that are replaced with real-time numeric data in the prompt by clicking the edit icon:

    Prompt Type Variable Description
    Welcome Message and Disconnection Message Conversation ID ID of a chat conversation that agents can use as a search criterion in Communication Panel and customers as a reference

    You can define that the Disconnection Message prompt is sent when:

    • an agent or a customer clicks the End Chat button
    • a customer in WhatsApp types end
    • the time defined for the setting Timeout for Idle Chats has been reached
    Idle Session Warning Message Idle Session Duration The time the chat conversation has been inactive. You configure the time after which this prompt message is sent to the customer either in:
    • Queue Management > Queues > Contact Management > Warning Time for Idle Session

      or

    • System Management > Channels > Chat Channel > Contact Management > Warning Time for Idle Session

    If you define the warning time for both channel and queue, queue-level settings override values defined at channel level.
    Warning Time for Disconnection The remaining time after which the chat conversation is disconnected.
    In Queue Message Current Estimated Waiting Time
    This option informs the estimated waiting time with the prompt Your average waiting time is.... The estimated waiting time calculated:

    [current average waiting time of that queue]−[the time the user has already waited]

    The calculation is based on the number of current conversations and serving agents, and the estimated time can change very rapidly when the number of conversations and agents is small. Therefore you shouldn't repeat this prompt.
    Long-Term Estimated Waiting Time
    This option informs the estimated waiting time based on the so-called learned or long-term waiting time with the prompt Your average waiting time is.... The waiting time is calculated using also earlier data of real waiting times in the queue. The pronounced waiting time is:

    [long-term waiting time]−[the time the user has already waited]

    It is possible to include other queues into the calculation in Queue Management > Queues > Contact Management > Queues Used for Long-Term Waiting Time.

    For more information about calculation of estimated waiting times, see the chapter Dynamic Prompts in Installation Guide.
    Position in Queue

    This informs the current position in queue.
    Number of Agents

    This informs the current number of agents serving in this queue.

  5. Save your entries.

Creating E-Mail Prompts

Note: When you create email prompts, use HTML format.
  1. On the System Configurator main screen, choose Queue Management > Prompt and click Add New.

  2. Choose E-Mail and the prompt type.

  3. In the Basics block, enter the name that can be seen in the schedule.

    You can also enter an additional description and an External ID that can be used to identify the prompt, for example, when importing the same prompt to several systems.

  4. Choose the language block and enter the subject and the prompt text.

    To add real-time numeric data to the Subject field and to the body text area, use the edit icon. The variables Case ID, Task ID, Subject, Body Text, Start Time, End Time, and Agent Name are available for the both e-mail prompts.

  5. Save your entries.