Hi there. Is there a way for PureCloud to actually check if people are on queue or not for the available option? We just realized this is a major flaw in our call flows.
For example, we have a customer call in to a queue, but none are available at the time (see reference image attached), yet PC will still send the customer to the queue and literally can be on hold forever!
We do have the "call back" option, but that doesn't come on until they've been on hold for 2 minutes. BUT what if they chose to keep holding?...
1. is there a way for PC to recognize "no one" is available and therefore send that call to an operator or directly to voice message? or even try a different Queue?
2. is there a way we can tell PC that if "any call" has been on hold for more than 5 minutes, to immediately send it to the operator or another queue?
This is critical and very important for us now, as we have been using the system for six months and we need to come up with a solution.
Thank you for your help.