Contact Centers, CRM Customer Engagement

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Call Back Assist - Estimated Wait Time Announcement

  • 1.  Call Back Assist - Estimated Wait Time Announcement

    Posted 12-14-2023 09:43 AM

    Hi Everyone-

    I have two questions about CBA - We're on 5.0.1.5-GA/Customer First-Priority Queuing

    1. We have our CBA configs set up to "Always Announce EWT".  Callers hear "Your Estimated Wait Time is 3 min." the first time they are offered CBA.  The EWT never changes regardless of the number of people in the queue.  It's always 3 min.  Is there a way to monitor and announce a more realistic EWT.
    2. On the Voice Call Back Config Window, under Wait Treatment we do not have it configured to offer CBA again through the application.  We have programmed the vector to send it back to CBA for a secondary offer if the caller declines the first offer.  Is this why the caller only hears EWT once?

    Any help would be greatly appreciated!



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    Lynne Williams
    Project Manager
    Virginia Commonwealth University
    Richmond VA
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