Introduction

The Application Prompts report is a key tool for contact centre supervisors who have 'System Access' authorisation. It provides an overview of the content of application prompts in various languages, allowing supervisors to manage and update prompt information as needed. This report is especially useful for multilingual environments, helping ensure that prompt content is accurate and consistent.

Report Structure

The report consists of the following key sections:

Header

Name: The report name as defined during report creation.

Original Report Type and Report Period: Indicates the type of report and the period it covers.

Per Language

For each language included in the report, the following data points are presented:

Language: The language of the application prompt.

Number: The unique prompt number.

Title: A short title describing the prompt.

Text: The content or message of the application prompt.

Footer

Indicates the date and time when the report was generated.

Additional Information

The report is only accessible to supervisors with 'System Access' authorisation.

Application prompts are recorded using the PromptRecorder feature.

It is possible to enable Text-to-Speech (TTS) as an alternative to recorded prompts. For more information, consult the Administrator manual.

Use Case Example

A contact centre supervisor reviews the Application Prompts report to verify the accuracy of multilingual prompts used in an IVR system. The report highlights a discrepancy between the English and Spanish versions of a customer service greeting. The supervisor uses the PromptRecorder to update the prompt, ensuring both versions deliver a consistent message.

By regularly checking the report, the supervisor ensures that prompts are up-to-date and consistent across all supported languages.

Conclusion

The Application Prompts report is essential for managing prompt content effectively, particularly in multilingual environments. Regular monitoring helps maintain consistency and accuracy, thereby improving the customer experience.