More control over wait times, routing and caller experience.
V20 Update 9 introduces a major set of improvements to queue behaviour, designed specifically for enterprise call centers.
These updates give Admins greater control over how calls are handled, how long callers wait and how queues respond under pressure. From smarter escalation to more flexible callback options, the focus is on improving both SLA performance and the overall caller experience. Read on to learn more!
Callback on Request
A new callback option allows callers to request a callback after hearing an announcement. Instead of being automatically placed in a callback flow, callers are given the choice to opt in by pressing a key after a configurable wait time.
This provides more flexibility and improves the caller experience by giving control back to the user. Admins can configure:
- A wait time before the callback option is offered
- A default system message or custom announcement
New Escalation Options
We've added some Escalation Strategies to better manage response times and SLAs.
Time-Driven Escalation - Queue escalation is no longer limited to agent availability. With time-based escalation, calls can now escalate to the next skill group after a configurable timeout - even if agents are available but not answering.
This allows call centers to better manage response times and meet SLAs, especially during peak periods.
Cumulative Escalation - This allows multiple skill groups to ring simultaneously. Instead of replacing lower-priority groups, the system progressively adds more groups over time: Skill Group 1 rings first; after a timeout, Skill Group 2 is added; after the next timeout, Skill Group 3 is added, and so on.
All groups continue ringing until the call is answered. This approach ensures that callers who have been waiting for some time get progressively escalated to a wider group of agents, including higher-skill groups, reducing response times.
New Prompt Options
Comfort Prompts - Queues can now play one or more custom prompts while callers are waiting, helping provide updates, reassurance or useful information during the wait. Admins can configure up to 15 prompts per queue, set playback intervals, and arrange them using drag-and-drop ordering.
Estimated Wait Time Announcements - Queues can now announce an estimated wait time instead of just position in the queue. The system calculates wait time dynamically using real agent data, including talk time, wrap-up time and availability. Announcements are:
- Rounded to the nearest 10 seconds
- Capped at 30 minutes for realistic expectations
This gives callers clearer expectations and reduces frustration.
No Answer Prompt - Admins can now configure a custom announcement before a call is forwarded to the “No Answer” destination. This aligns queue behaviour with other routing scenarios such as Break, Closed and Holiday modes, ensuring a more consistent caller experience.
Built for Real Call Centers
These improvements are designed to handle real-world call center challenges - high call volumes, uneven agent availability and strict SLA requirements. By giving more control over routing, escalation and communication, Update 9 helps teams respond faster while improving the experience for callers.
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