Position in the queue 1

[gdcwillo]

I am trying to integrate position in the queue into my scripts, can anyone explain the simplest commands to use? what call variables are required and what messaging needs recording?

Thanks

 

[fonchick]

Hi Gdcwillow,

A red light is going off in my head saying "WARNING, WARNING!"

It is recommended that you don't announce the position in queue to a caller because 1. It is not really telling the caller much. The caller does not know the average handle time of a call, so can they tell how long it will be until they are answered? 2. Their position in queue can change.

Are you trying to announce to the caller their position in queue? Why not use expected wait time?

 

[gdcwillo]

thanks for your response

I was trying to work it out for my own self indulgence just been given symposium recently had little training and trying to work my way around it.

how do you do this expected wait time then?

 

[fonchick]

Hi GDC,

Here is an excerpt of my script for expected wait time. I am assuming that you have the access ports to play the announcements using Meridian Mail...You will need to create the announcements in Voice Prompt Editor and then build a script variable to reference the voice prompt you just built...

ASSIGN EXPECTED WAIT TIME Cust_Care TO ExpWait_cv

WHERE ExpWait_cv EQUALS
VALUE 121..180: GIVE CONTROLLED BROADCAST ANNOUNCEMENT accessQ1
PLAY PROMPT VOICE SEGMENT EWT_3_Min
VALUE 181..240: GIVE CONTROLLED BROADCAST ANNOUNCEMENT accessQ1
PLAY PROMPT VOICE SEGMENT EWT_4_Min
VALUE 241..300: GIVE CONTROLLED BROADCAST ANNOUNCEMENT accessQ1
PLAY PROMPT VOICE SEGMENT EWT_5_Min
VALUE 300..600: GIVE CONTROLLED BROADCAST ANNOUNCEMENT accessQ1
PLAY PROMPT VOICE SEGMENT EWT_5plus_Min
VALUE 601..4000: GIVE CONTROLLED BROADCAST ANNOUNCEMENT accessQ1
PLAY PROMPT VOICE SEGMENT EWT_10_Min
DEFAULT: GIVE CONTROLLED BROADCAST ANNOUNCEMENT accessQ1
PLAY PROMPT VOICE SEGMENT GenericFirstRan
END WHERE

 

[pdulfo]

In responce to fonchick, I have used position in queue to great effect. You DO have to be careful what type of queue you use it on but if used correctly it works well.

In our situation, we have a specialised Tech Support queue and I have increased time before abandon from around 5 mins to 8 mins. I know that this sounds like an awful service, but it is highly specialised and calls can last at times over twenty minutes. This service is only charged at national rate, not premium, so people are more willing to hold.

PD-S