callback from call queue - 20228975

[andybanh]

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.

[GlennD]

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.