Auto answer connects calls and chats to agents without agents needing to click to pick up. This feature applies to inbound sessions and transfers.
If enabled, auto answer uses deltacast to route the session to the longest idle agent in the first group. The auto answer feature must be enabled at the global level in order to use the feature at the queue level.
Globally enable auto answer for calls
To globally enable auto answer for calls, follow these steps:
Go to the CCAI Platform portal.
Click Settings > Operation Management. If you don't see the Settings menu, click Menu, and then click Settings > Operation Management.
Go to the Routing pane.
Under Call Routing, click Deltacast.
Click the Auto Answer toggle to the on position, and then click Save Routing.
After you globally enable auto answer for calls, any call queues that you subsequently create are enabled for auto answer. To enable pre-existing call queues for auto answer, see Enable auto answer for calls at the queue level.
Enable auto answer for calls at the queue level
To enable auto answer for calls at the queue level, follow these steps:
In the CCAI Platform portal, click Settings > Queue. If you don't see the Settings menu, click Menu, and then click Settings > Queue. The Queue Menu Settings page displays.
Depending on the type of queue you are editing, click either IVR (Interactive Voice Response), Mobile, or Web.
Click the queue that you want to edit.
In the Settings pane for your queue, go to the Routing section, and then click Configure.
In the Routing pane, under Call Routing, click Deltacast.
Click the Auto Answer toggle to the on position, and then click Save.
Globally enable auto answer for chat
To globally enable auto answer for chat, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu, and then click Settings > Operation Management.
Go to the Routing pane.
Under Chat Routing, click Deltacast.
Click the Auto Answer toggle to the on position, and then click Save Routing.
After you globally enable auto answer for chat, any chat queues that you subsequently create are enabled for auto answer. To enable pre-existing chat queues for auto answer, see Enable auto answer for chat at the queue level.
Enable auto answer for chat at the queue level
To enable auto answer for chat at the queue level, follow these steps:
In the CCAI Platform portal, click Settings > Queue. If you don't see the Settings menu, click Menu, and then click Settings > Queue. The Queue Menu Settings page displays.
Depending on the type of queue you are editing, click either Mobile or Web.
Click to the queue that you want to edit.
In the Settings pane for your queue, go to the Routing section, and then click Configure.
In the Routing pane, under Chat Routing, click Deltacast.
Click the Auto Answer toggle to the on position, and then click Save.
Set default agent status
To prevent agents from getting auto answer sessions before they're ready, you can preset a default status for agents who have just logged in.
Go to Settings > Operation Management > Agent Status.
Under Agent Status on Login, choose whether to use the last agent status before sign-out or set a default status.
(Call only) Caller messages and announcement settings
Call whisper and call countdown alert the agent to the connecting call and are recommended when you use auto answer for calls. See Agent Call Messages & Notifications for details and recommendations.
Agent experience: Call
When the call is assigned to an agent and is about three seconds from being connected, a browser notification displays *Call Auto Answered as well as the call type and queue name of the call. When clicked, the notification brings the agent to the appropriate screen, and the call is auto-answered regardless of whether the agent is on the screen with the call adapter. A tab will load with the agent widget and the ticket loaded in the background.
Optionally, the agent hears an audio message with the call information "{Call Type} from {Queue Name} starting in 3, 2, 1...".
Agent experience: Chat
When the chat is assigned to an agent and is approximately three seconds from being connected, the agent receives a browser notification: New Chat Picked Up.
When the agent clicks the notification, they're taken to the Chat Adapter. Newest chats are always at the top of the chat list, marked by a red indicator.
Auto answer behavior with additional features and settings
Deltacast: Auto answers for the agent receiving the Deltacast session.
Deltacast for cascade groups and percent allocation: Auto answers for the assigned agent according to routing logic.
Transferred sessions: If a session is transferred to a queue, it will follow the queue's auto answer settings.
Call only
Scheduled calls (Mobile and Web channels): When the call is auto answered and whisper is enabled, an audio message will announce that the call is a scheduled call.
Calls with user segmentation applied: When the call is auto answered and whisper is enabled, an audio message will announce that the call is a high-priority user segment call.
Monitoring and reporting
You can monitor auto answered and manually picked up calls in real-time on the Call Monitoring page.
Go to Reports > Agents & Teams.
Specify all agents or enter individual agents or teams, then choose either call or chat data.
Under Aggregate Metrics, select Total Auto Answered Calls or Total Auto Answered Chats to view this information in the downloaded report.
Calls only
Due to the call whisper and call countdown, the minimum wait duration for auto answered is 12 seconds, unless the whisper read-out speed is reduced.
API
You can use the CCAI Platform API to retrieve the session answer type
(auto or manual) from the /chats or /calls endpoint.
- Field:
answer_type - Type:
string - Required:
Yes - Values:
automanual