Using wait time announcements

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:

  • Target answer time. The target answer time is the shortest duration of any target answer times set by Set SLA applets in a call plan and any agreement routing targets.
  • 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:

  1. Create an Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet, or edit an existing ACD or UCD applet. For information on creating or editing an applet, see Creating an applet or Editing an applet. A new or existing ACD or UCD applet appears.
  2. 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.

  3. In the Wait Time Announcements section:

    • To enable the target answer time announcement, select the Announce Target Answer Time check box. A target answer time announcement is played, telling the caller the target answer time for the call.
    • To enable the recent answer time announcement, select the Announce Recent Answer Time check box. A recent answer time announcement is played, telling the caller the recent answer time.
      • To announce the target answer time if no recent answer time data is available, select the If Recent Answer Time is unavailable, announce Target Answer Time instead check box. A target answer time announcement is played, telling the caller the target answer time for the call. The If Recent Answer Time is unavailable, announce Target Answer Time instead check box is only available if you select the Announce Recent Answer Time check box and clear the Announce Target Answer Time check box.
  4. Configure the UCD applet as required. For information on the fields in the applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
  5. To save your changes, click Update.