{"id":2851,"date":"2022-03-04T10:03:57","date_gmt":"2022-03-04T10:03:57","guid":{"rendered":"https:\/\/multisite.korebots.com\/agentassist\/?p=864"},"modified":"2022-03-04T10:03:57","modified_gmt":"2022-03-04T10:03:57","slug":"waiting-experience","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/waiting-experience\/","title":{"rendered":"Waiting Experience"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_grid cols_1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"w-separator size_small\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>A customer waiting experience at a call center defines how a customer waiting for an agent will be handled in the chat and call channels. The following features are available and configured during a waiting experience:<\/p>\n<ul>\n<li>Contact routing rules based on the agent skills they need.<\/li>\n<li>The queue settings.<\/li>\n<li>Audio message options that will be played to the contact for call and chat which include:\n<ul>\n<li>Initial message when a contact is assigned to a queue.<\/li>\n<li>Hold message<\/li>\n<li>Periodic message played in a loop\/once while contacts wait.<\/li>\n<\/ul>\n<\/li>\n<li>Language in which the messages are to be played.<\/li>\n<li>Call to chat deflection if the wait time exceeds a specified limit.<\/li>\n<li>Callback if the wait time exceeds a specified limit.<\/li>\n<\/ul>\n<\/div><\/div><div class=\"w-separator size_small\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Add_Waiting_Experience\"><\/span>Add Waiting Experience<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400\">To add a new waiting experience, follow these steps:\u00a0 \u00a0 <\/span><\/p>\n<p><span style=\"font-weight: 400\">1. Click the <b>Waiting Experience<\/b> menu item under <strong>EXPERIENCES.<\/strong><\/span><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Waiting.jpg\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2576\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Waiting.jpg\" alt=\"\" width=\"640\" height=\"193\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Waiting.jpg 1875w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Waiting-300x91.jpg 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Waiting-1024x309.jpg 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<p>2. In the <strong>Configuration <\/strong>page,\u00a0click the <strong>+ New Waiting Experience <\/strong>button.<\/p>\n<p>3. In the <strong>Add New Waiting Experience<\/strong> window, provide inputs in the <strong>Configuration<\/strong> tab.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/AddnewWait.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4037\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/AddnewWait.png\" alt=\"\" width=\"494\" height=\"330\" \/><\/a><\/p>\n<ul>\n<li><strong>Description <\/strong>\u2013 A brief description on the configuration.\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-5a.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-872\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-5a.png\" alt=\"\" width=\"616\" height=\"119\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-5a.png 616w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-5a-300x58.png 300w\" sizes=\"(max-width: 616px) 100vw, 616px\" \/><\/a>\n<\/li>\n<li><strong>Routing Rules<\/strong> \u2013 Define the configuration rules for <strong>Skill Group <\/strong>and <strong>Skill<\/strong> waiting queue constraints. To add more rules, click the <strong>+ Add<\/strong> button.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-5b.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-874\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-5b.png\" alt=\"\" width=\"633\" height=\"232\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-5b.png 633w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-5b-300x110.png 300w\" sizes=\"(max-width: 633px) 100vw, 633px\" \/><\/a><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-5c.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-875\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-5c.png\" alt=\"\" width=\"620\" height=\"208\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-5c.png 620w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-5c-300x101.png 300w\" sizes=\"(max-width: 620px) 100vw, 620px\" \/><\/a>\n<\/li>\n<\/ul>\n<p>Based on the <strong>skill group<\/strong> selection, the listed skill values also change.<\/p>\n<ul>\n<li>Configure the <strong>OR<\/strong>\/<strong>AND<\/strong> conditional logic by toggling between the tabs as shown below.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-5d.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-876\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-5d.png\" alt=\"\" width=\"634\" height=\"141\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-5d.png 634w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-5d-300x67.png 300w\" sizes=\"(max-width: 634px) 100vw, 634px\" \/><\/a>\n<\/li>\n<\/ul>\n<ul>\n<li>Based on this selection, provide the <strong>Skill Group<\/strong> and <strong>Skill<\/strong> details to define the <strong>routing rule<\/strong>.<\/li>\n<li>Click the row-wise <strong>+Add<\/strong> button to add a new row to the existing <strong>Routing Rule <\/strong>(OR) condition and the Delete icon to delete a row.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-5e.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-877\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-5e.png\" alt=\"\" width=\"668\" height=\"119\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-5e.png 668w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-5e-300x53.png 300w\" sizes=\"(max-width: 668px) 100vw, 668px\" \/><\/a>\n<\/li>\n<li>To configure the <em>AND<\/em> condition, click the <strong>+ Add<\/strong> button below the <em>OR\/AND<\/em> section.\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-5f.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-878\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-5f.png\" alt=\"\" width=\"622\" height=\"211\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-5f.png 622w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-5f-300x102.png 300w\" sizes=\"(max-width: 622px) 100vw, 622px\" \/><\/a>\n<\/li>\n<\/ul>\n<p>An example of this configuration is given below.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-5g.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-879\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-5g.png\" alt=\"\" width=\"648\" height=\"355\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-5g.png 648w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-5g-300x164.png 300w\" sizes=\"(max-width: 648px) 100vw, 648px\" \/><\/a><\/p>\n<p>The customers of this agent are mapped to this waiting experience:<\/p>\n<ul>\n<li>If the <strong>skill group <\/strong>of an agent is Accounts and If the <strong>skill<\/strong> is Savings <em>OR<\/em>,<\/li>\n<li>If the <strong>skill group<\/strong> is Loans and <strong>skill <\/strong>is Personal or Mortgage Loans, <em>AND<\/em>,<\/li>\n<li>If the <strong>skill group<\/strong> is Transitions and <strong>skill<\/strong> is dispute transitions.<\/li>\n<\/ul>\n<p>4. To set the call waiting experience, click <strong>Call Experience.<\/strong><\/p>\n<p>5. In the <strong>Call Experience<\/strong> page, enable and configure the following settings:<\/p>\n<ul>\n<li><strong>Initial Message <\/strong>&#8211; This message is played to the contact waiting in the queue and is enabled by default. To change the language, select the desired language tab, edit the message, and click <strong>Done<\/strong>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-7.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-882\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-7.png\" alt=\"\" width=\"622\" height=\"229\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-7.png 622w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-7-300x110.png 300w\" sizes=\"(max-width: 622px) 100vw, 622px\" \/><\/a>\n<\/li>\n<li><strong>Hold Audio<\/strong> &#8211; This audio is played to the contact put on hold. Select the audio you wish to play from the <strong>Hold Audio<\/strong> drop-down list.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-7a.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-883\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-7a.png\" alt=\"\" width=\"632\" height=\"72\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-7a.png 632w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-7a-300x34.png 300w\" sizes=\"(max-width: 632px) 100vw, 632px\" \/><\/a>\n<\/li>\n<\/ul>\n<ul>\n<li><strong>Periodic Messages<\/strong> &#8211; This message is played periodically to the contact waiting in the queue or put on hold. To define the periodic message condition, change the message language, and edit the message.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-7b.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-884\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-7b.png\" alt=\"\" width=\"632\" height=\"204\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-7b.png 632w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-7b-300x97.png 300w\" sizes=\"(max-width: 632px) 100vw, 632px\" \/><\/a><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-7c.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-885\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-7c.png\" alt=\"\" width=\"613\" height=\"180\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-7c.png 613w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-7c-300x88.png 300w\" sizes=\"(max-width: 613px) 100vw, 613px\" \/><\/a><\/p>\n<ul>\n<li>To add another message, click <strong>+ Add Another<\/strong>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-7d.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-887\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-7d.png\" alt=\"\" width=\"578\" height=\"192\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-7d.png 578w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-7d-300x100.png 300w\" sizes=\"(max-width: 578px) 100vw, 578px\" \/><\/a>\n<\/li>\n<li>To delete a message, click the <strong>delete<\/strong> icon.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-7e.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-888\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-7e.png\" alt=\"\" width=\"651\" height=\"92\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-7e.png 651w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/waiting-7e-300x42.png 300w\" sizes=\"(max-width: 651px) 100vw, 651px\" \/><\/a>\n<\/li>\n<li>Set the number of seconds after which the periodic message would play again.<\/li>\n<li>Set the order of playing the message as random or sequential.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-7f.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-889\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-7f.png\" alt=\"\" width=\"193\" height=\"146\" \/><\/a>\n<\/li>\n<li>Select the type of playback whether it should be once or looped.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-7g.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-891\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/waiting-7g.png\" alt=\"\" width=\"177\" height=\"133\" \/><\/a>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li><strong>Chat Deflection<\/strong> \u2013You can configure the following <em>call to chat deflection<\/em>s when the wait time exceeds the set limit:\n<ul>\n<li>Set the time when the chat deflection should occur and the digit the customer should press on the phone for deflection.<\/li>\n<li>For example, to deflect from call to chat if the estimated wait time exceeds 3 minutes, press #7 on your mobile.<\/li>\n<li>To edit the chat deflection message, change the text in the textbox and click <strong>DONE<\/strong>.<\/li>\n<li>To change the language, click the desired language tab.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/call-to-chatdef.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-892\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/call-to-chatdef.png\" alt=\"\" width=\"627\" height=\"271\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/call-to-chatdef.png 627w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/call-to-chatdef-300x130.png 300w\" sizes=\"(max-width: 627px) 100vw, 627px\" \/><\/a>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li><strong>CallBack Option<\/strong> \u2013 You can configure the following options, for an agent callback if the wait time exceeds the defined limit:\n<ul>\n<li>Set the time when the callback should be triggered after the wait time exceeds.<\/li>\n<li>Set the mobile digit key which on pressing, redirects to the callback service.<\/li>\n<li>For example, if the estimated wait time exceeds 10 minutes, either offer a callback to the customer or make a forced callback.<\/li>\n<li>To change the language and edit the chat deflection message, click the textbox, type in the text, and click <strong>Done<\/strong>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/callback.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-894\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/callback.png\" alt=\"\" width=\"643\" height=\"339\" \/><\/a>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>6. Click the <strong>Chat Experience<\/strong> tab to start configuring the options for the customer chat waiting experience.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ChatExp.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-4157 aligncenter\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ChatExp.png\" alt=\"\" width=\"600\" height=\"321\" \/><\/a><\/p>\n<p>You can configure the following settings in <strong>Chat Experience<\/strong>:<\/p>\n<ul>\n<li><strong>Initial Message <\/strong>\u2013 This message will be displayed to the contact waiting in service queue. By default, the initial message is enabled.\n<ul>\n<li>To edit this message text and language, type your custom message in the textbox, and click DONE.\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/chat-exp-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-896\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/chat-exp-1.png\" alt=\"\" width=\"645\" height=\"154\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/chat-exp-1.png 645w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/chat-exp-1-300x72.png 300w\" sizes=\"(max-width: 645px) 100vw, 645px\" \/><\/a><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/chat-exp-2.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-897\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/chat-exp-2.png\" alt=\"\" width=\"577\" height=\"133\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/chat-exp-2.png 577w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/chat-exp-2-300x69.png 300w\" sizes=\"(max-width: 577px) 100vw, 577px\" \/><\/a>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li><strong>Periodic Messages<\/strong> \u2013 This message is periodically displayed to the customer waiting in the chat queue. The following configurations can be done:\n<ul>\n<li>Define the condition for the periodic message to be triggered.<\/li>\n<li>Edit the message and change the language.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/chat-exp-3.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-898\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/chat-exp-3.png\" alt=\"\" width=\"632\" height=\"204\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/chat-exp-3.png 632w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/chat-exp-3-300x97.png 300w\" sizes=\"(max-width: 632px) 100vw, 632px\" \/><\/a><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/chat-exp-4.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-899\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/chat-exp-4.png\" alt=\"\" width=\"608\" height=\"180\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/chat-exp-4.png 608w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/chat-exp-4-300x89.png 300w\" sizes=\"(max-width: 608px) 100vw, 608px\" \/><\/a>\n<\/li>\n<li>To add a new message to the list, click the + Add Another button.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/chat-exp-5.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-900\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/chat-exp-5.png\" alt=\"\" width=\"647\" height=\"221\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/chat-exp-5.png 647w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/chat-exp-5-300x102.png 300w\" sizes=\"(max-width: 647px) 100vw, 647px\" \/><\/a>\n<\/li>\n<li>To delete an existing message, click the <em>delete<\/em> icon.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/chat-exp-6.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-901\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/chat-exp-6.png\" alt=\"\" width=\"651\" height=\"100\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/chat-exp-6.png 651w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/chat-exp-6-300x46.png 300w\" sizes=\"(max-width: 651px) 100vw, 651px\" \/><\/a>\n<\/li>\n<li>Select <i>random<\/i> or <i>sequential<\/i> order for playing the message.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/chat-exp-7.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-902\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/chat-exp-7.png\" alt=\"\" width=\"195\" height=\"147\" \/><\/a>\n<\/li>\n<li>To replay the message, set the time and select the playback type.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>7. Click <strong>Save<\/strong>.<\/p>\n<\/div><\/div><div class=\"w-separator size_small\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Edit_Waiting_Experience\"><\/span>Edit Waiting Experience<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To edit Waiting Experience configurations, follow these steps:<\/p>\n<p>1. In the <strong>Waiting Experience<\/strong> page, click the <strong>edit<\/strong> icon for the waiting experience you want to edit.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/EditWait-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4044\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/EditWait-1.png\" alt=\"\" width=\"551\" height=\"359\" \/><\/a><\/p>\n<p>2. In <strong>Edit Waiting Experience<\/strong> window, modify the configurations as required, and click <strong>Save<\/strong>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/EditWait1-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4050\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/EditWait1-1.png\" alt=\"\" width=\"607\" height=\"323\" \/><\/a><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/EditWait3.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4065\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/EditWait3.png\" alt=\"\" width=\"543\" height=\"442\" \/><\/a><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/EditWait4.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-4068\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/EditWait4.png\" alt=\"\" width=\"500\" height=\"340\" \/><\/a><\/p>\n<p>3. A success confirmation message is displayed when the <strong>Waiting Experience<\/strong> changes are updated.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"A customer waiting experience at a call center defines how a customer waiting for an agent will be handled in the chat and call channels. The following features are available and configured during a waiting experience: Contact routing rules based on the agent skills they need. The queue settings. Audio message options that will be...","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[22],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/2851"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/comments?post=2851"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/2851\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/media?parent=2851"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/categories?post=2851"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/tags?post=2851"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}