Hello!

Wondering if there is a way to provide our customers with their place in queue as they wait.

I envision a recording that says "You are 2nd in queue..."

or something to that effect.

The callback feature is not working as we had hoped, so we need something other than holding forever to fill the time it may take for an agent.

Thanks!

-Emily

Hi Emily,

Under Architect -> In Queue Call Flow -> Audio -> "Play Position in queue"

Why Callback feature is not working properly?

Let me know if you need help.

I hope this helps

Stefano

Thank you, @Stefano Pucci? I will try that.

I have tagged in you in callback question posed on 8/9- Issues with Customer Callbacks.

https://community.mypurecloud.com/s/question/0D54400005AqeEACAZ/issues-with-customer-callbacks?t=1503501196472

Any insight would be helpful, as we were very hopeful to use this feature when we started with PureCloud, but it's not working for the customer experience as hoped.

Thanks!

-Emily

Ciao Emily,

did you have a chance to test it?

Let me know if it works properly.

Thanks

Stefano