Objective
Setting up and using the My Recordings feature in Agent Workspace.
Overview
My Recordings is a dynamic feature designed to enhance customer service operations by integrating a library of pre-recorded responses into your communication system. This ensures consistent, accurate, and timely interactions across customer touch points.
Particularly useful in campaigns and repetitive call scenarios, My Recordings allows agents to efficiently manage calls by automatically playing audio prompts. This feature is particularly valuable when agents encounter an answering machine, as it allows them to initiate the playback of a message and then disconnect, enabling the message to continue playing even after the agent has moved on to the next call. Additionally, it simplifies the delivery of routine information, such as terms and conditions, enhancing service quality by enabling agents to handle inquiries with speed and precision.
Benefits of My Recordings
- Efficiency and Time Savings: Streamlines the communication process by enabling agents to use pre-recorded messages, reducing response times. The Play and Hang Up feature further enhances efficiency, allowing agents to leave a message and disconnect, freeing them to move on to the next call while the customer listens to the recording. This ensures timely interactions without compromising message delivery.
- Consistency and Accuracy: Ensures all customers receive the same information, maintaining quality across interactions.
- Enhanced Agent Confidence: Empowers agents with reliable tools to handle inquiries confidently.
- Scalability and Flexibility: Adapts seamlessly to varying business sizes and needs, ensuring quality customer service as your operation grows.
Applies To
- 8x8 Agent Workspace
Procedure
Setup
- Accessing the Tool
- Navigate to the Menu, and select My Profile > My Recordings.
- Select + New Recording to begin.
- Creating a Recording
- In the Name field, label your voice message. This name will be displayed in the list of recordings you can open and play during a live call.
- In the Description field, specify the messages purpose, which will also be visible in the list of recordings that agents can open and play in a live call.
- Enable the message for use during calls by selecting Enabled.
- Click Next: Record a Message. Follow the dialog box instructions to record your voice message.
- Recording Your Message
- Click the phone icon and answer your call. Listen to the instructions played over the phone.
- Begin recording by pressing the record icon after the beep.
- Press the record icon again to stop recording once complete.
- Review your recording and re-record if necessary by pressing the record button again.
- Save your recording by hanging up and clicking Save. Your recording will now appear under the My Recordings tab.
Note: Agents who have the permissions can record up to ten voice recordings and play them during an inbound or outbound call.
Using Your Recordings
- During any active call, click the recording icon to access your recordings.
- Select the desired recording for the customer. Choose Play to continue the conversation after the message, or Play and Hang Up to let the recording play only to the customer while the agent hangs up and moves to another call.
- This is especially useful when leaving a voicemail for the customer, once the message is played the call will finalize on the customers end as well.
- The Recordings pre-recorded by agents are always displayed in this area, in addition, if agents are handling Campaign calls, it will show the audio files configured on the campaign.