Overview: Max wait settings for queues (Edify Console)

Edify Console > Queues > Overview: Max wait settings for queues (Edify Console)

This article explains the max wait settings available for queues in Edify Console.

In this article

Overview

In Edify, the wait time of an interaction is the amount of time (in seconds) that a customer interaction waits in a queue before connecting with an agent.

The maximum wait time, also called the max wait time, is a setting that defines the limit for how long a customer interaction can exist in a queue without connecting to an available agent.

Note: The wait time of an interaction is distinct from the hold time, which merely represents the amount of time a customer is placed on hold after connecting with an agent.

When a customer interaction enters a queue, Edify monitors how long the interaction has been in the queue. If the interaction isn’t connected to an available agent before the configured max wait time elapses, then you can configure the interaction to go through a max wait experience.

Keep in mind that the max wait time is customizable at the queue level, so you can configure different wait times for your queues based on your business’ needs. To decide on the right amount of time, consider factors such as:

  • The number of agents in the queue.

  • The queue’s average call volume.

  • Any important queue metrics.

Configuring the max wait experience

You can choose one of two events to occur when the max wait time experience occurs:

  • Send to Queue Voicemail - Send to Queue Voicemail lets the customer leave a message for an agent. The agent can then listen to the message and call the customer back.

  • Send to a Workflow - Send to a Workflow sends the interaction to a published workflow. You can use a workflow to explore more options for managing how best to proceed with the interaction, like sending an SMS alert to an “overflow agent” to jump into the queue, creating a more thorough Callback experience, and more.

Use cases for a max wait experience

It’s important to configure the right experience to meet the needs of the queue. Below are some use cases for why you might want to configure your queue to use a max wait experience.

  • Transfer to another queue: Send the interaction through a workflow that transfers the call to another queue.

  • Transfer to another queue + alert: Send the interaction through a workflow that texts and/or emails a manager that an interaction in the queue has hit the configured max wait time and is now transferring to another queue.

Like the max wait time, the max wait time experience can look different for each queue to meet the needs of that queue. This experience is configured in the Maximum Wait container of a queue’s settings in Edify Console.

How it all works

Let’s see how this works. To explore this, we’re going to follow Claire Devine’s interaction as it flows through a queue. The process starts with Claire Devine calling into Jurassic Pranks, LLC and eventually getting sent to a queue.

Once the call reaches the queue, Edify immediately scans the queue to see if there’s an agent to ring. There are two agents logged into the queue, Isaac Newburry and Bennie Franks; however, they are both already on phone calls with customers. Therefore, Edify defines that they are not available at the moment. Upon entering the queue, Edify began tracking the interaction’s wait time. Edify also defines that the queue has a set max wait time of 65 seconds and that the max wait experience is configured to go to the queue’s voicemail. While Edify is monitoring this accruing time and looking for the next available agent, Claire hears hold music.

Since the queue is configured with a max wait time of 65 seconds, Claire continues to hear the music play for a total of 65 seconds, unless the interaction is triggered by another action, like an agent becoming available and accepting the interaction or a Timed Workflow becoming activated.

Once the interaction’s total wait time reaches 65 seconds, the interaction has reached max wait. Edify then automatically sends the interaction through the max wait experience. So, Edify sends Claire’s interaction to the queue’s voicemail, which changes the interaction’s status to ‘Bot’ status. At this point, she hears the voicemail message and has the opportunity to leave a message. Once this experience is completed - which could mean the customer leaves a message or hangs up the call - the interaction changes from ‘Bot’ status to ‘Open’ status in the queue as it waits to ring the next available agent.

Visual breakdown

Below is an explanation of each area of the Maximum Wait container of a queue in Console followed by helpful quick guides for enabling and disabling a max wait experience.

Note that when a setting is enabled, it is denoted by the green dot. If the setting is disabled, the dot is red.

  • Enabled Phone toggle (A): The Enabled Phone toggle is where you enable or disable a max wait experience for phone calls that enter the selected queue. When this toggle is enabled (green), then all phone calls that reach the time amount defined in Length (seconds) Phone field are sent through the max wait experience.

  • Length (Seconds) Phone field (B): The Length (Seconds) Phone field is where you set the max wait time by entering the total number of seconds that a phone call interaction can ring in the queue before Edify automatically sends the interaction through the max wait experience.

  • Max wait experience (C): The max wait experience area is where you define the experience type and where Edify moves the phone call interaction once the max wait time elapses. The Voice Route To menu is where you select the type of experience, like if the call will go to either a Queue Voicemail or to a Workflow. Then, use the Voice Route Data menu to select specifically where Edify should send the call, which is based on your Voice Route To menu selection.

      • Queue Voicemail - The Queue Voicemail option tells Edify to send phone call interactions to the queue’s voicemail box. When this option is selected, set the Voice Route Data menu to “Current Queue”.

      • Workflows - The Workflows option tells Edify to send phone call interactions through a Workflow published on your business’ account. When this option is selected, use the Voice Route Data menu to select the specific workflow version that you want Edify to use.