Configuring In Queue Position

Last updated 18 minutes ago

Learn how to configure in queue position feature in a skill type.

Table of Contents

Prerequisites

Have a user with:
- Permissions to use the Contact Center and Analytics Studio (CCAS).
- Group Supervisor or Manager.
Have the user logged to the CCAS.
Have created, at least, a team.
Have activated a Voice Skill Type with CONNECTION TYPE = Cloud Contact Center

TIP: Open the CCAS while following this how to guide.

In the Teams app screen, proceed as follows:
teams-doc-support

In the top of the selected team screen, select Skill Types.
Click the voice skill type to open the accordion.
Scroll down until you find the QUEUE POSITION & ESTIMATE WAIT TIME separator.
Fill the following fields:
- ALLOW QUEUE POSITION & ESTIMATIVE TIME ANNOUNCEMENT: Select the type of announcement that you want to play for your customers. For example, Position & Time.
- ANNOUNCEMENT INTERVAL: Define the time in seconds between announcements. For example 30 for Engagement Cloud to play the announcement every 30 seconds.
- ANNOUNCE POSITION LIMIT: Select Yes to define a limit number to the calls that can hear the announcement.
- LIMIT CALLS: Define the number of calls. For example, 5. In this example, only the first five calls hear the announcement of the position and time in a message such as We are currently busy. There are currently 3 callers ahead of you. Our estimated waiting time is approximately 10 minutes.
In the top right corner, click Save.

After clicking Save, callers in the top five positions will hear the message announcing the position and the waiting time.

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