Set up estimated waiting time announcements

This information is primarily for administrators and/or people who manage Zylinc solutions

On voice queues (that is queues for phone inquiries) and chat queues, you can automatically inform inquirers about estimated waiting times.

The Zylinc solution estimates the waiting time based on the current load on the queue, rather than on data from its statistics database.

Example: An inquiry has waited in a queue for 250 seconds before it was transferred to an agent. When the next inquiry enters the queue, the Zylinc solution will tell the inquirer that estimated waiting time is 4 minutes, based on this calculation: 250/60=4.166666, which is then rounded off to 4.

The Zylinc solution only informs inquirers about estimated waiting times when the estimated wait exceeds one minute.

• On chat queues, inquirers will simply see an estimated waiting time message in the language of the queue

• On voice queues, you can present the estimated waiting time with an announcement before and after the estimated minute count

  Example: To make an estimated waiting time announcement like The estimated waiting time is currently four minutes; thank you for waiting, you'd create one announcement that says The estimated waiting time is currently and another one that says thank you for waiting. The Zylinc solution automatically reads out the relevant number of minutes in the language of the queue.

  Why can't we make our own recording of the minute count? The reading of the estimated number of minutes isn't configurable, because that would require you to upload announcements for every possible number.
  

You enable estimated waiting time announcements as part of the queue setup.

Related: Set up audio announcements

Related: Audio announcements in multiple languages

Related: How Zylinc distributes inquiries to agents