Use Application Center Administration to create templates that agents can use to improve efficiency. Agents can use the configured templates to simplify the handling of digital interactions. For example, automatic responses help agents to respond to customers quickly, thereby reducing interaction time and improving contact center efficiency. You can manage and create the following templates:

• Automatic responses

• Email disclaimers

• Email templates

• Signatures

Account administrators and supervisors can also use optional macros to customize email templates. A macro is a placeholder text that gets replaced with specific data when inserted in the email template. Avaya Experience Platform™ Public Cloud supports the following macros:

• %%agent_name%% - Name of the agent

• %%agent_id%% - ID of the agent

• %%agent_ext%% - Agent's extension

• %%date%% - Specified date

• %%time%% - Specified time

Macros are applicable only to email templates and not to automatic responses.