Settings and activity
3 results found
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15 votes
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225 votes
The Position in Queue, Estimated Wait Time, and Callback features are now available — helping reduce missed calls and improving customer experience by allowing callers to press 1 for a callback while keeping their place in line. 🙌
This feature is enabled for Ultra and Ultimate packages across all RC and Partner brands.
Learn more here:
Managing greetings, wait messages, and music settings for call queues.
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31 votes
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.