Overview: Maximum Wait container in Queues (Console)

Console > Queues > Overview: Maximum Wait container in Queues (Console)

This article explains the max wait settings available for queues in Console.

In this article

Overview

In Console, the Maximum Wait container on a queue’s configuration page is where you specify the amount of time (in seconds) that an interaction can wait in a queue without connecting with a queue user. This container is also where you define where an interaction should route to should the Maximum Wait time elapse.

Note: The Maximum Wait time of an interaction is distinct from the hold time, which merely represents the amount of time a customer is placed on hold after connecting with an agent.

Maximum Wait container in queue workspace.

In Console, navigate to Queues > [Queue] > Maximum Wait container.

When a customer interaction enters a queue, the system starts tracking how long the interaction has been in the queue. If the interaction isn’t connected with an available queue user before the maximum wait time elapses, then the interaction will be routed to the destination defined in the Voice Route To field. There are two destinations available in the Voice Route To field: Queue Voicemail and Workflows.

Maximum wait time is customizable at the queue level, so you can configure different wait times for your queues based on your business’ needs. To decide on the right amount of time, consider factors such as:

Continue reading the subsections below for a breakdown of each of these settings and use case examples.

Container breakdown

Enabled Phone

The Enabled Phone toggle is where you enable or disable Maximum Wait for phone calls that enter the selected queue.

Length (Seconds) Phone

The Length (Seconds) Phone field is where you set the maximum wait time by entering the total number of seconds that a phone call can ring in the queue before the system automatically routes the phone call to the destination defined in Voice Route To field.

Voice Route To

Voice Route to is where you select where the call will go if it is not answered within the number of seconds entered into the Length (Seconds) Phone field. The following options are available:

Voice Route Data

Voice Route Data is where you select the specific voicemail or workflow to route the call to based on your Voice Route To menu selection.

Use cases

Route to voicemail

Suppose you want to set up Maximum Wait to route customers in your queue, who have been waiting for 65 seconds, to the queue’s voicemail.

You could configure the Maximum Wait container like the screenshot below:

Maximum Wait container

Note: If the customer hangs up and doesn’t leave a message, the interaction’s status will change to ‘closed’ and the interaction will disappear from the queue. This is the same as if the customer hung up before reaching a queue user of the voicemail.

Route to workflows

Suppose you want to set up Maximum Wait to route customers in your queue, who have been waiting 65 seconds, to another queue.

You could configure the Maximum Wait container like the screenshot below: