andybanh's avatar
andybanh
New Member
6 months ago
Status:
Reviewed by moderator

callback from call queue - 20228975

Caller wait time threshold should be base on how long caller on hold before a callback option is triggered not base on agent is available. Please add caller wait time threshold base on how long caller on hold before a callback option is triggered without agent.

Administration & Configuration
  • GlennD's avatar
    GlennD
    GoTo Manager
    5 months ago
    Status changed:
    New
    to
    Reviewed by moderator

    Thank you for your feedback andybanh, we will look at adding a trigger for a callback based on the current longest wait time. Currently, we base it on the average wait time for the queue over that last 15 minutes.