Genesys Cloud - Main

Hello,

Our team is interested in only offering a customer a callback after the average wait time reaches a specific time frame.  Is this something that can be built in Genesys? Our current set up allows the customer to continue to wait on the line or to select a callback.

Thank you,

#ArchitectureandDesign

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Matthew Aubin
Solution Owner
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Hello Matthew, 

The short answer is yes this can be done within Genesys. 

My suggestion would be to modify the flow to only offer callbacks after a certain wait time. 

I think that this document might be a good place to start. 

Cheers, 

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Cam
Online Community Manager/Moderator
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Hi Matthew

In the In-Queue Flow there is a built in system variable you can use for Estimated Wait time, Call.EstimatedWaitTime, which you can then check against a duration you choose.

If you are looking to do this outside of the In-Queue Flow, or you want to specifically use average wait time instead, then you will need to use a Data Action to get the wait time from the aggregate analytics api, and then check against that instead.

Or if you want to only after a certain wait, just add up the music time, announcement time etc, and then after the right amount of time has passed then offer the callback

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Anton Vroon
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Hello Matthew,

I built an in queue flow that offers the callback once every minute. Our Marketing department has "Ads-On-Hold" that they like us to play rather than the standard hold music. I cut the audio file up into 1 minute segments, set the first play audio task, offered the call back, set the second play audio task, etc., then set a loop.

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Patrick Mahaffay
Contact Center Supervisor
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