How To: set up the estimated wait time in a queue callback announcement
Similar questions: set up estimated wait time, edit estimated wait time, modify estimated wait time, change estimated wait time, include estimated wait time in an announcement
Purpose: demonstrate how to include the estimated wait time in the queue callback announcement when the system would like to call the customer back
How is the estimated wait time calculated?
The formula used is avg * position / numAgents
Avg = The average wait time for calls in the skill over the last 2 hours
Position = The caller's position in the queue (3rd in queue equals "3")
numAgents = The number of agents logged into the skill
- Log in to the Xima CCaaS Admin portal.
- Go to Contact Center Configuration > Skill Management
- Select the three dots icon above the skill in which you would like to set up the estimated wait time announcement. This skill has to be a skill that is utilizing the Queue Callback.
- A window called “Skill Definition” will appear. Go to the Include Estimated Wait Time metric, which is about nine lines down under Queue Callback Settings. Click on the associated dropdown arrow. Here you will see two options:
a. True: Select this if you do want an estimated wait time in the queue callback announcement
b. False: Select this if you do not want an estimated wait time in the queue callback announcement
- Select True.
- Click OK and then Save.
Updated 2 months ago