Queue Callbacks Estimated Wait Time

This article demonstrates how to include the estimated wait time in the queue callback announcement when the system would like to call the customer back.

Article #: 87

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

Steps

  1. Log in to the Xima CCaaS Admin portal.
  2. Go to Contact Center Configuration > Skill Management
  3. 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.
  4. 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
  5. Select True.
  6. Click OK and then Save.