The reasoning behind this is that sometimes it's important to allow the customer to wait for more than 15 minutes to talk to someone. We work with banks and financial institutions where terminals and payment devices are unavailable in retail and other settings. Asking the customer to just 'try later' doesn't help when they have a queue of customers needing assistance to be able to operate as a business.Having the option to increase wait time in the queue to any number / indefinitely allows us to correctly report on actual wait times from a customer perspective, leading to accurate operational reporting and metrics. Forcing an Abandoned call after 15 minutes is not great when if they had waited for 16 minutes, would have resulted in a potentially resolved customer issue.

Some customers do not feel contact center is a fit however they need the longer wait times in their queues. Based on customer feedback it sounds like Zoom has come out with this feature within their voice product.

Currently, when configuring Wait Time you can choose 10, 15, 20, 25, 30 seconds wait time, and then the next interval is 1 minute.For us, a minute is too long and 30 seconds is too short. Ideally, there would be increments in between - either 45 seconds or 40, 50 seconds.