Under the Standard phrases header you configure the standard phrases that are to be automatically generated at various occasions. The purpose of standard phrases is, for example, to make it easier for the agents as they don’t have to welcome every customer in person. Besides, the standard phrases illustrate what happens to a chat, both in progress, and in wrap-up, if you want to study the chat history. Different standard phrases are used when a chat
The automatic phrases are seen as normal entries in different text colours depending on who the sender is. If the sender is the agent, the configured name is seen as sender. If the CallGuide system is the sender, no sender name is displayed.
In the table below you see which standard phrases you can configure. In the left column you also see for which of the phrases that CallGuide can present dynamic values. In phrases that can contain the current agent’s identity, you enter %agent on the position where the name shall be included. CallGuide then completes the text with the agent’s name, seen in the way you have chosen to display it in chat entries. If a contact has been handled by several different agents, such as at requeuing, %agent or %cgUsername will only show the identity of the last agent having handled the contact.
| Header Phrase in CallGuide Admin
(%agent) = agent name can be displayed |
Editable standard text | Sender in chat history | Does the text have to be configured? |
|---|---|---|---|
| The chat is queued | The chat is placed in queue | The CallGuide system | Yes |
| Agent is accepting the chat
(%agent) |
Agent %agent has entered the chat | The CallGuide system | Yes |
| Agent is accepting the chat
(%agent) |
Welcome, I am %agent, what can I do for you? | Current agent | No. If there is no text, this entry will not be shown. |
| The chat is requeued
(%agent) |
I will move you to another agent, this may take a while | Current agent | No |
| The chat is requeued | The chat is placed in queue | The CallGuide system | Yes |
| New agent accepting the chat after the chat has been requeued
(%agent) |
Agent %agent has entered the chat | The CallGuide system | Yes |
| New agent accepting the chat after the chat has been requeued
(%agent) |
Welcome, I am %agent, How can I help you? | Current agent | No |
| The chat is being ended
(%agent) |
Thank you and welcome back! | Current agent | No |
| The chat is ended | The chat is ended | The CallGuide system | Yes |
| The chat is ended in queue | The chat is ended | The CallGuide system | Yes |
Even if all phrases are automatically generated, the various phrases will be shown with different senders in the chat history, according to the table above. In CallGuide Agent you will see the customer’s text in the standard colour for the selected Windows theme, most often black, the agent’s text in purple, and system generated messages are seen in red. The text presentation in the chat client depends on the configurations made in the chat client.
If an agent requeues a chat in another agent’s personal queue, or in a general chat queue, the complete chat history will be sent along.