Agent messages & notifications

You can customize agent notifications for calls and chats, both globally and at the queue level. Options include:

• Setting the frequency and tone for alerts.

• Uploading custom tones.

• Configuring whisper announcement settings that provide context before a call starts.

With these settings you can customize your notifications and messages to help improve your agents' responsiveness and efficiency.

Configure call messages and notifications globally

To configure call messages and notifications globally, follow these steps:

1. Go to Settings> Call.

2. Navigate to the Agent Call Messages & Notificationssection.

3. Under General, configure the following settings:

   1. Use whisper for calls: Once a call is assigned to the Agent, they will hear an audible message stating the call type and queue: "{Call Type} from {Queue Name}."

      Whisper read speed: Increase or decrease the speed at which the whisper message is read. Duration of call whisper message is included in Wait Time metrics.

   2. Use countdown for calls: Plays an audible message to the agent counting down seconds until the caller is live on the phone: "You're up - call starting in 3,2,1."

4. Incoming call notification: Click each option to hear the tone. Select the tone for agents to hear for incoming calls. You can also upload a custom tone.

5. Call notification frequency: Choose for the agent to only hear the notification tone one time, or repeated after a specified number of seconds have passed. If you select Notify agent until call is picked up or no calls are available, you can select or change the number of seconds between notifications.

6. Activate the Enable SMS Notificationslider to allow SMS notifications to the agent for any incoming calls to the phone number specified in the agent's CCAI Platform user profile.

7. Click Set Notificationsto save your changes.

Configure chat notifications globally

To configure chat notifications globally, follow these steps:

1. Go to Settings > Chat.

2. Navigate to Agent Chat Notifications.

3. Under New Chat Notification, click each option to hear the tone. Select the tone that agents will hear for incoming chats.

4. Under Notification Frequency, you can choose for the agent to only hear the notification tone once, or repeatedly after a specified number of seconds have passed.

5. If you select Notify agent until chat is picked up or no chats are available, you can select or change the number of seconds between notifications.

6. Under New Message Notification, click each option to hear the tone. Select the tone that agents will hear for new messages in an existing chat.

7. Click Save Notificationto save your changes.

Configure whisper announcements at the queue level

By configuring whisper announcements at the queue level, you can provide information to agents that is specific to a queue prior to a call starting.

To configure whisper announcements at the queue level, follow these steps:

1. In the CCAI Platform portal, click Settings > Queue. If you don't see the Settingsmenu, click menu Menu , and then click Settings > Queue.

2. Depending on the type of queue you are editing, click either IVR (Interactive Voice Response), Mobile, or Web.

3. Click the queue that you want to edit.

4. In the Settingspane for your queue, go to the Whisper Announcementsection, and then click Configure.

5. Click the Whisper Announcementtoggle to the on position.

6. Select one of the following whisper announcement types:

   • Queue name: CCAI Platform reads the queue name before the call starts.

   • Text-to-speech: enter text for CCAI Platform to read before the call starts.

   • Upload Audio Recording: upload an audio file for CCAI Platform to play before the call starts.

7. Optional: In the Whisper read speedbox, select a playback speed.

8. Optional: Click the Use countdown for callstoggle to the on or off position. If you turn on this setting, CCAI Platform plays a message to the agent that counts down the seconds until the call starts—for example, "You're up - call starts in 3, 2, 1."

9. Click Save.

Custom notification tones

You can upload custom tones for the following notification types:

Agent call messages & notifications:

• Incoming call notification

Agent chat notifications:

• New message notification
• New chat notification

Under Settings > Chat > Agent Chat Notifications, you will see Select the tone you would like to useunder each notification type. Clicking Custom tonelets you upload a .mp3 audio file and preview it. The .mp3 file can be deleted or replaced with other custom tones. The uploaded tone remains available even if you choose a default tone.

Settings recommendations

• Use a longer ringtone and more frequent notification if:

  • Agents are often multitasking and not always waiting to take a call

  • In an open office or louder environment

  • Agents might listen to music from their computer

• Use a shorter ringtone if:

  • Agents are always alert and waiting for calls

  • Higher call frequency

• Call whisper:

  • Use this when the queue selection and type of call highly impact the first communication from the agent

  • Increase speed of whisper for decreased wait time impact

• For very low second count SLAs:

  • Only use whisper and countdown if necessary as the duration of these messages contributes to the wait time for calls