Wait time announcements provide information to the caller about how long they can expect to wait for an agent to answer their call.
You can enable wait time announcements in Universal Contact Distributor (UCD) applets. For information about UCD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
Two different wait time announcements exist:
Recent answer time. The recent answer time is the average answer time for the last five calls of this type answered within the last 30 minutes.
The call's type is based on the UCD and skill (including personal queue) settings. If fewer than five calls of this type have been answered within the last 30 minutes, the recent answer time is the average answer time of all calls of this type answered in the last 30 minutes. |
To enable wait time announcements, perform the following steps:
In Behaviour Type in the Routing section, click Skills Based.
The ACD page refreshes and ACD only sections are unavailable. The ACD applet is now a UCD applet.
In the Wait Time Announcements section: