We have a number of call queues based on issue severity with a 3-minute wait time to go to voicemail (which creates a ticket in our ticketing system). For a better call experience, would be helpful if they could opt (perhaps by pressing "#" or "*") to go directly to voicemail (and not wait the 3 minutes if no one available) to initiate the ticketing process. Net - While we want to answer all calls within the 3-minute time period, some callers are frustrated with that wait time and are hanging up before communicating issue.
We have a number of call queues based on issue severity with a 3-minute wait time to go to voicemail (which creates a ticket in our ticketing system). For a better call experience, would be helpful if they could opt (perhaps by pressing "#" or "*") to go directly to voicemail (and not wait the 3 minutes if no one available) to initiate the ticketing process. Net - While we want to answer all calls within the 3-minute time period, some callers are frustrated with that wait time and are hanging up before communicating issue.