Offer waiting callers a message instead
See how often callers who waited too long took a text or chat offer instead of waiting, per channel.
Where to find it
Settings › Routing rules › Offer a message
Open this screen
Steps
- Set the wait threshold and the web chat address on a queue: Queues & SLA › Configure › Routing › Web chat address for long waits.
- Open Settings › Routing rules and the Offer a message tab.
- Read, per channel, Offered, Accepted, Take-up and Average wait when offered.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Take-up | The share of offers accepted. | — |
| Average wait when offered | How long callers had waited when the offer was made. | — |
Troubleshooting
"Nothing offered yet. Set a threshold on a queue under Queues & SLA."
No queue has a long-wait offer set up yet.
Tips
- Both numbers are kept: an offer nobody takes is a worse experience, not a saving.
Good to know
- Text offers by SMS are off until an operator turns SMS on.
Related how-tos
- Routing rules Decide who is answered first, which queue a call lands in by the caller's area, and see what waiting callers are offered.
- Set a queue's skill, overflow, ringing and announcements Decide who is offered a queue's calls, where they overflow, how long they ring, and what callers hear before being connected.
- Look up a phone number See which carrier a phone number belongs to, its line type and country.