November 19, 2023

We are excited to reveal the change-log for this release, bringing exclusive features to the brand new agent application, new queue announcement and more!

Estimated Wait time

This release brings the long-awaited estimated wait time announcement. You may now configure your queue treatments to stream the estimated wait time to your waiting customers.

The estimations work based on an algorithm we design to predict the wait time of a customer based on the current position in the queue, the average handling time of agents and the number of available agents. In short, we store how much was the actual wait time, how large was the size of the queue and the amount of active agents to determine the estimated wait time for a new conversation.

Estimated wait time will always vary depending on the load your agents are facing, but the algorithm is design to adapt quickly and provide as accurate as possible wait time for your customers.

Find the new announcement bundle under Voice > Announcements > Your announcement > Estimated Wait time. Find the new queue treatment step under Voice > Queue Treatmetn > Your queue treatment > Estimated Wait time.

Beta Agent changes

• Task manager now display the wrap up time. If a wrap up timeout is set, instead, the countdown is shown.
• Added the option to BCC for email. This will easily allow agents to blind carbon copy someone into an email.
• Added channel name of the conversation for email. This will easily allow agents to see where the conversation is coming from.
• Added German language.

Other changes

• Performance improvements for voice & chat services