Enabling the Estimated wait time/Position in queue feature

Estimated wait time/Position in queue is a projection of how long a person will wait before being answered by a live agent. Admins can enable and configure this feature within individual Queues.

Requirements for Enabling the Estimated wait time/Position in queue feature

• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license

How to enable the Estimated wait time/Position in queue feature

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click the name of the Queue for which you wish to enable Estimated Wait Time.
4. Click Inbound Settings.
5. Under Interrupts, click Add Interrupt.
6. Click Add estimated wait time and position in queue.
   A new menu will appear.
7. In the time selection box, configure the time the caller must wait before the interrupt occurs.
8. If you are configuring Estimated wait time, click Add media next to the Estimated wait time option. If you are configuring Position in queue, click Add media next to the Position in queue option. You may configure either or both option, but at least one must be configured in order to save the interruption.
   A pop-up will appear.
   • Click the dropdown from Language to configure the language that will be read out by the automated voice when the interruption occurs.
   • Click the dropdown for Voice to configure the voice that will be used to automatically read the interruption.
   • For Estimated wait time, enter text in both the first box and the second. For the first box, use {{waitTime}} as the variable representing the caller’s approximate remaining time to wait before speaking with an agent. In the second text box, enter text that will be read out by the automated voice in the event that the system is unable to approximate the remaining wait time.
   • For Position in queue, enter the text you wish to be read out into the field, using {{customerPosition}} as the variable representing the caller’s position in the queue.
   • Click Add.
   • (Optional) Add additional languages for the Estimated wait time and/or Position in queue readouts by click Add Language.
9. Click Done.
   Your Estimated wait time/Position in queue settings have been configured for this queue.