How to create a wait or queueing experience (V2)

When you call a hotline, you are usually routed to a wait music while you are waiting to be connected to the next available agent. Sometimes, the music is interrupted by a recording explaining you other service options. Usually, after a certain time, the waiting loop ends and you might be asked to call back later, leave a message or request a callback.

In this article we explain to you how to achieve all this in babelforce. Let's look at a common simple queuing experience first:

 

In this example, waiting music is played for some time. Then, the caller is told to wait some more before the waiting music is played again. Also, the example includes a condition for leaving the queue and ending the waiting experience once the system detects that the wait time is greater than 180 seconds at the start of a new waiting music loop.

To achieve this, you simply add a Prompt Player to your IVR call flow. Let's call it "Looped waiting audio" and set it up like this:

1.The "Looped waiting audio" itself is added as an after flow to create the loop:

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2. Select the music audio file and a prompt audio file that you already uploaded:

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3. Add a Post-action using a Trigger to evaluate the queue wait time and carry out the Action "Leave queue" once the wait time is too long (in our case 180 seconds):

 

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Now you can use this "Looped waiting audio" within the module with the type "Automatic Call Distribution" that controls distribution of the calls to the agents via queues. Note that the "Queue Experience" field has "Looped waiting audio" module selected:

 

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Important note:

You have probably noticed that you could basically build any IVR flow and use it as a Queue experience. That's true indeed. However, please ensure to set the Action "Leave queue" if your flow leads the caller out of the queue context (where the caller is waiting to be connected to an agent). Because otherwise the call will still be in the queue while it enters further modules offering the caller a voicemail, call-back, automated service ..., etc.

Have fun creating Queue experiences!

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