Overview: Maximum Wait container in Queues (Console)

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

In this article

Overview

In Console, the Maximum Wait container on a queue’s configuration page is where you specify the amount of time (in seconds) that an interaction can wait in a queue without connecting with a queue user. This container is also where you define where an interaction should route to should the Maximum Wait time elapse.

Note: The Maximum 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, the system starts tracking how long the interaction has been in the queue. If the interaction isn’t connected with an available queue user before the maximum wait time elapses, then the interaction will be routed to the destination defined in the Voice Route To field. There are two destinations available in the Voice Route To field: Queue Voicemail and Workflows.

• Queue Voicemail - Routes calls to the queue’s voicemail. After the customer leaves a voicemail, the voicemail interaction is sent to the next available queue user to manage.

• Workflows - Routes calls to a published workflow. One example of a workflow that could help in this situation is a workflow that sends an SMS alert to an overflow agent to jump into the queue. 

Maximum 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 queue users in the queue.

• The queue’s average call volume.

• Any important queue metrics.

Continue reading the subsections below for a breakdown of each of these settings and use case examples.

Container breakdown

Enabled Phone

The Enabled Phone toggle is where you enable or disable Maximum Wait for phone calls that enter the selected queue.

• Enabled - All phone calls that reach the amount of time defined in the Length (Seconds) Phone field are routed according to the settings defined in the Maximum Wait Container.

• Disabled - Maximum Wait is not configured for phone calls. Phone calls wait until a queue user answers the call (unless a timed workflow or exit no agents is configured).

Length (Seconds) Phone

The Length (Seconds) Phone field is where you set the maximum wait time by entering the total number of seconds that a phone call can ring in the queue before the system automatically routes the phone call to the destination defined in Voice Route To field.

Voice Route To

Voice Route to is where you select where the call will go if it is not answered within the number of seconds entered into the Length (Seconds) Phone field. The following options are available:

• Queue Voicemail - This option routes voice interactions to the queue’s voicemail box. When this option is selected, set the Voice Route Data menu to Current Queue.

• Workflows - This option routes voice interactions through a Workflow. Use the Voice Route Data menu to select the specific workflow version that you want to use. When this option is selected the Voice Route Workflow Version field populates under the Voice Route Data field.

Voice Route Data

Voice Route Data is where you select the specific voicemail or workflow to route the call to based on your Voice Route To menu selection.

• For workflows, use the Voice Route Workflow Version field to select which version of the workflow you want calls routed to.

Use cases

Route to voicemail

Suppose you want to set up Maximum Wait to route customers in your queue, who have been waiting for 65 seconds, to the queue’s voicemail.

You could configure the Maximum Wait container like the screenshot below:

• Enabled Phone – Enabled

  • • Maximum Wait is enabled for phone calls, so the calls can be routed to the destination if a call exceeds the length set in the Length (Seconds) Phone field.

• Length (Seconds) Phone – 65

  • • The Length (Seconds) Phone is set for 65 seconds. As soon as a customer enters the queue, time begins accruing. Once the time reaches 65 seconds, the phone call will be routed to the destination set in the Voice Route To field.

• Voice Route To – Queue Voicemail

  • • Select Queue Voicemail to set it as the destination for calls that have waited for 65 seconds.

• Voice Route Data – Current Queue

  • • Select Current Queue to route the voicemails to the same queue that the calls were routed to.

Note: If the customer hangs up and doesn’t leave a message, the interaction’s status will change to ‘closed’ and the interaction will disappear from the queue. This is the same as if the customer hung up before reaching a queue user of the voicemail.

Route to workflows

Suppose you want to set up Maximum Wait to route customers in your queue, who have been waiting 65 seconds, to another queue.

You could configure the Maximum Wait container like the screenshot below:

• Enabled Phone – Enabled

  • • Maximum Wait is enabled for phone calls, so the calls can be routed to the destination if a call exceeds the length set in the Length (Seconds) Phone field.

• Length (Seconds) Phone – 65

  • • The Length (Seconds) Phone is set for 65 seconds. As soon as a customer enters the queue, time begins accruing. Once the time reaches 65 seconds, the phone call will be routed to the destination set in the Voice Route To field.

• Voice Route To – Workflows

  • • Select Workflows to route calls to a workflow if a call reaches the time set in the Length (Seconds) Phone field.

    • Tip: You can create a workflow that sends an alert via email or sms to a manager when a call is sent to another queue. This lets the manager know that calls are not being answered within the amount of time set in the Length (Seconds) Phone field.

• Voice Route Data – doc queue 1 route

  • • Select the specific workflow you want to set as a destination for calls that reach the queue when there are no queue users logged in. The doc queue 1 route workflow, routes calls to another queue that generally experiences a lower call volume.

• Voice Route Workflow Version – Current

  • • Select which version of the workflow you want to route calls to.