How to Close Your Contact Center on Time and Avoid Long Queue Wait Times

Managing customer queues effectively helps ensure agents finish their shifts on time while maintaining a positive customer experience. This guide shows you how to:

• Automatically remove customers from the queue when business hours end.

• Set a maximum wait time to prevent excessive hold times.

To set this up, please refer to the screenshot below for an overview.

This use case assumes that you already set up a ACD with some Queue Experience. If you are not sure yet on how to set this up, please check out this chapter. The Queue Experience in our example is a simple Audio player. Now let's dive into details:

1. Setting Up Local Automations

To remove callers from the queue, create two pre-automations in the Queue Experience (Audio Player) using the “leave queue” action:

• Trigger: “Wait Time +5” – Customers exit the queue if Queue Data: Call Wait Time exceeds 300 seconds.

• Trigger: “Out of Business Hours” – Callers leave the queue when business hours are over.

1. For the trigger "wait time +5": Use "Queue data: call wait time" is greater than 300.

For the trigger "Out of Business hours": and make sure that your "business hours" are not given. Please find the automations below. 

Please find the trigger Out of business hours below.

Find the 2nd automation details below:

2. Configuring the Switch Node

Add a Switch Node called “Business Hours Ended” in the ACD after-flow with two routing rules:

• “Sorry - Lines Are Closed” → Plays a message informing customers that the center is closed.

• “Agents Busy” → Directs customers to a message explaining that agents are unavailable.

4. Choose a friendly and professional message for “Agent Busy” and “Sorry - Lines Are Closed” to ensure customers remain positive and look forward to speaking with an agent during available hours.