Enabling the Estimated wait time/Position in queue feature

The Estimated Wait Time (EWT) and Position in Queue (PIQ) provide consumers with an estimate of how long they will wait before connecting to a live agent. Previously, EWT/PIQ settings were only available within flows. Now, these settings are supported at the queue level. Once EWT/PIQ at the queue level is enabled by Zoom for an account, the EWT/PIQ settings can no longer be modified at the flow level. The following summarizes the experience with these settings:

New flows:

• If the queue-level EWT/PIQ feature has been enabled by Zoom for an account, any newly created flows will not have EWT/PIQ configuration at the flow level.

Existing flows:

• If a flow was originally created before the feature was enabled and had flow EWT/PIQ configured, those settings will become read-only once Zoom enables queue-level EWT/PIQ for the account.
• The only action available to admins in this case is to delete the existing flow EWT/PIQ configuration from the Route to Queue widget.
• Once deleted, the flow EWT/PIQ settings cannot be recovered.

Note: If flow EWT/PIQ was previously configured in the Route to Queue widget and the admin does not add queue-level EWT/PIQ for the same queue, the Flow EWT/PIQ settings will continue to play. If flow EWT/PIQ was previously configured and the admin later adds queue-level EWT/PIQ for the same queue, the queue-level EWT/PIQ settings will take precedence.

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.