Question
Is there a feature in Zendesk Talk that allows the wait or hold music file to inform the end-user of their position in the queue?
Answer
No, Zendesk Talk does not provide a direct feature to convey the position of a caller in the queue. However, there are alternative options available:
Playing an average wait time message
While direct queue position information isn't available, you can utilize the average wait time message. Learn more about implementing this feature: Average wait time message. For detailed insights into how average wait time is calculated, refer to this article: When is the Average wait time message triggered in Talk?
Adding repeatable wording to wait greeting
Another approach is to incorporate repeatable wording into the wait greeting. This solution provides information about the queue and expected wait times. Find instructions on this option from this community page: Play a recording while a caller is waiting in the queue.
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