Symptom / Need

Contact center administrators need to set up specific messages to improve the customer experience when interacting with a Skill. These messages include a welcome message , which is played before the call is answered by an agent, and a VTO (Voice Treatment Option) , which is played when calls are on hold in the queue. Without these messages, customers may experience long periods of silence or confusion while on hold.

Context / Scenarios

• Improving Customer Experience: Supervisors who want to personalize messages to inform customers about the status of their call and reduce the perception of wait time.
• Initial Skill Setup: Managers who have just created a new Skill and need to configure basic messaging to get it up and running.
• Message Updates: Administrators who need to update welcome or VTO messages due to changes in operations or support policies.
• Multichannel Management: Contact centers that manage multiple Skills and require unique messages for each one, depending on the type of service offered.

Answer (Solution/Recommendation)

To configure the welcome message and VTO for a Skill in wolkvox Manager, follow these steps:

1. Access the "Skills" tab.
   1. Go to the left side menu of wolkvox Manager and select the "Agents & Skills" section.
   2. Click on the "Skills" tab to see the list of available Skills.
2. Select the Target Skill.
   1. Identify the Skill whose messages you want to configure.
   2. Right click on the Skill name and select the "Modify skill settings" option.
3. Open the "Information" tab.
   1. In the Skill configuration window, navigate to the "Information" tab.
4. Set the Welcome Message.
   1. Locate the "Welcome Message" field.
   2. Use the drop-down menu to select a pre-recorded audio or upload a new audio file from the "Upload Audio" section in the top right menu of wolkvox Manager.
   3. This message will be played to the customer just before their call is transferred to an agent. Make sure the content of the message is clear and informative, for example: "Thank you for contacting [company name]. An agent will be available shortly."
5. Configure the VTO (Voice Treatment Option).
   1. Locate the "VTO" field.
   2. Use the drop-down menu to select a pre-recorded audio or upload a new audio file from the "Upload Audio" section.
   3. This message will be played when the call is waiting in the queue before being assigned to an agent. Make sure the content of the message is reassuring and keeps the customer informed, for example: "Thank you for waiting. Your call will be answered in the next order of arrival."
6. Save Changes.
   1. Once you have selected or uploaded the audios for both fields, click the "Save" button to apply the changes.