In the “Voicemail” section, voicemail boxes are configured for agents and skills.
Voicemail for skills and agents in contact and call centers serve an important role in communication management and customer support. Here’s the translation of the previous response:
1. Message storage: Voicemail allows customers to leave voice messages when agents are unavailable or when the call cannot be answered immediately. These messages are stored in the corresponding voicemail box, whether it’s for a specific agent or a particular skill, ensuring that no important information is lost.
2. Capture of inquiries and requests: Voicemail provides a convenient way for customers to leave inquiries, information requests, or any other verbal communication when they can’t speak directly with an agent at that moment. This allows customers to communicate asynchronously, and it gives agents the opportunity to review and respond to messages when they become available.
3. Tracking missed calls: When calls go unanswered in real-time, voicemail records and stores these missed calls. Agents can review the voicemail messages and take appropriate actions, such as returning calls or addressing inquiries through other channels.
4. Task prioritization: Voicemail helps agents prioritize their activities. They can review voicemail messages and determine which inquiries or requests require immediate attention or are of high priority. This helps manage workflow and ensures timely responses to customer needs.
5. Enhanced customer support: By providing a voicemail option, contact and call centers demonstrate their commitment to addressing and responding to all customer inquiries, even when agents cannot answer calls immediately. This improves the customer experience, as customers know that their messages will be listened to and receive a response within a reasonable time.
Follow the steps below:
- Click on the “Add Voicemail” button.
- Take note of the identification number of the newly created voicemail box.
- Right-click on the voicemail box you want to edit the configuration for and select the option “Edit voicemail information”.
- Change the password in the “Password” field (used to access the voicemail), the name of the voicemail box in the “Name” field, and enter the email address where you want the voicemail alerts to be sent in the “Email” field.
- Click on “Save” to apply the changes.
Note: Changing the identification number of the voicemail is not allowed.