Westpac New Zealand has reported that agents continue to hear wait music for approximately 1-2 seconds after the agent and customer are already connected.

The Product Group has confirmed this is expected behavior due to a current product limitation. However, this behavior continues to create inconvenience for agents and impacts the overall customer experience.

Business Scenario

When a call is connected, agents expect to hear the customer immediately. The continued playback of wait music can make agents think the customer is not yet connected, leading to delayed greetings and awkward conversation starts.

Current Behavior

• Agent and customer are connected.
• Agent continues to hear wait music for approximately 1-2 seconds.
• This is currently considered expected behavior.

Expected Behavior

• Wait music stops immediately once the call is connected.
• Agent can hear the customer instantly.
• Optionally provide an administrator setting to control this behavior.

Business Impact

• Causes confusion for agents during live calls.
• Delays the start of conversations with customers.
• Creates a perception that the call has not connected correctly.
• Impacts agent efficiency and customer experience.
• Affects multiple agents in production environments.
• Remains a concern for customers such as Westpac New Zealand, where agents handle a high volume of customer interactions every day.

Requested Enhancement

Please consider removing the post-connection wait music delay or providing a configurable setting to disable it.

A light-hearted comment from the customer side: by the time the music stops, agents are sometimes unsure whether to greet the customer or wait for the next verse of the song. 😄

This enhancement would help create a smoother and more professional experience for both agents and customers.