Automatically generated system messages

The type of phrases that may have to be altered more or less often, depending on external conditions is system generated messages, concerning the following areas:

• Entrance closed or menu choice closed, such as
  We regret to inform you that the customer service is closed at present or Return later.
• Task type, or other information that can be used for routing, such as
  For us to be able to answer your enquiry, we ask you to specify your errand in the fields below.
• Queue situation, such as e.g. Your queue position is 2, and your estimated queue time is approximately 2 minutes.
  Phrases used as queue messages can be completed with information about the current queue position and/or estimated queue time. You enter %eqt where you want the queue time to be shown, and %pos where you want the queue position to appear.
• Agent name, such as e.g. You are currently being served by Claire.
  In phrases where the name of the current agent is to be included, you enter %agent where you want the name to appear. ACE adds the agent identity to the text, shown in the way you have selected for messages. See section Presenting chatting agent name in two ways.

In some messages ACE can add current queue position and/or estimated queue time to the message (see Basics about auto generated texts in chats). In these cases you enter %eqt where you want the queue time to be displayed, and %pos where the queue position should be shown. In messages where the current agent’s identity is to be included, you enter %agent where you want the name to appear. In the table below you see which information messages that can be configured. In the left column you also see a recommendation of what dynamic values you can use in the message.