Webex Contact Center supports the following types of pre-recorded messages that are played during the beginning of the call either to the agent or to the caller, as required.

• Agent personal greetings: A personalized greeting message that plays automatically at the beginning of every incoming call.
• Compliance messages: A legal message that plays at the start of a caller—agent interaction.
• Whisper announcement: A brief, prerecorded message that plays to an agent just before the agent connects with a caller.

See the following sections for detailed information.

Agents greet customers at the start of each incoming and outgoing interaction. Repeating the same greeting for every call can cause agent burnout and reduce efficiency. Webex Contact Center empowers agents to record a personalized greeting message that plays automatically at the beginning of every incoming call. This frees the agent from repeating the same introductory message and allows them to focus on addressing customers' need right away.

Agent greeting can include a caller welcome, agent identification, and other relevant contextual information, thereby delivering a clear, well-paced, and language-appropriate introduction. Agents have the following two options to record the greetings:

• Agents can record the greetings and provide them to Administrators or Supervisors. The administrators then upload and tag these greetings using the enhanced prompt management view in the Control Hub, into the greeting store. For more information, see Manage Agent Personal Greeting section in Manage audio files article.

  Audio files must be uploaded in WAV format as mono audio with a sample rate of 8Khz and encoding as 8-bit u-law.

• Agents can also create, record, and update their personal greetings directly from the Agent Desktop using an intuitive telephony IVR interface.

Agents may require multiple greetings when serving queues for different organizations. They might want to personalize greetings with the organization's name. The Greeting Purpose configuration addresses this by allowing an administrator or supervisor to tag a greeting with a purpose that the system matches in a flow when processing a call.

The Record Agent Greeting functionality can be enabled or disabled from the agent's Desktop Profile configuration.

Some important considerations for agent greeting include:

1. Agent personal greeting is heard by both caller and agent.
2. Agent personal greeting is included in call recordings.
3. Agent personal greeting supports the following call scenarios:

   Scenario	Agent greeting
   Inbound call	Yes
   CCB	Yes
   Outdial	No
   Outbound campaigns	No
   Blind transfer (Queue/Agent/EP)	Yes
   Consult	No
   Consult transfer	No

Compliance message is used when a legal message needs to be played at the start of a caller—agent interaction. This could be concerning the call be recorded or another important message.

Before using a compliance message an administrator must upload compliance messages to Audio Files in the Control Hub, into the prompt store. For more information, see Manage Audio Prompts in Manage audio files.

Some important considerations for compliance message include:

• Compliance message is heard by both caller and agent.
• Compliance message is played only once per call.
• Compliance message is included in call recordings.
• Compliance message supports the following call scenarios:

  Scenario	Compliance message
  Inbound call	Yes
  CCB	Yes
  Outdial	Yes
  Outbound campaigns	Yes
  Blind transfer (Queue/Agent/EP)	Not applicable
  Consult	No
  Consult transfer	No