Hello Zoho Voice Team,
We would like to request the ability to configure a minimum wait threshold before Callback Exit and Queue Exit options are offered to callers waiting in a queue.
Current Limitation:
Currently, Callback Exit and Queue Exit prompts are played as part of the regular queue announcement cycle and may be presented very shortly after the caller enters the queue.
In many cases, callers hear these options after only a brief wait, often before they have had enough time to determine whether they actually want an alternative to remaining in the queue.
Use Case:
A caller enters a support queue and hears a callback option after only 30 to 45 seconds.
At that stage, many callers are still expecting to be connected shortly and may ignore the option entirely.
However, after waiting for 90 seconds, 2 minutes, or longer, the same callback offer becomes significantly more attractive and relevant.
Callback offers are most effective when introduced after callers have experienced enough waiting time to perceive value in the alternative. Offering these options too early can reduce adoption because callers are still expecting to be connected soon and may simply tune out the prompt.
Requested Enhancement:
We would like the ability to configure a minimum waiting period before these prompts become available.
Examples:
- Offer callback only after 120 seconds.
- Offer queue exit after 220 seconds.
Configure thresholds independently for each queue.
Business Benefits:
- Increase callback adoption rates.
- Improve the effectiveness of existing callback functionality.
- Reduce unnecessary prompt repetition.
- Create a more natural caller experience.
- Align Zoho Voice with common contact center best practices.
Providing administrators with control over when these options are introduced would make the existing callback functionality significantly more effective and valuable.
Thank you for your consideration.
Kind regards,
Ram