Scott Dowd

Our abandoned rate is too high, but looking at the queue times on abandoned calls, we find that most people are dropping in under 5:00. We're wondering if we could keep most of those callers on the phone if they had a reasonable idea of how long they were going to have to wait.

It would be useful if:

1. The wait time message would tell each caller the expected wait time based on the queue length at the current time (or, if not possible, the average length over the last 30 minutes - we generally have two peak periods per day). 
2. The wait time message would play back to the user on a configurable time interval - 90 seconds, 2 minutes, etc. 
3. Each time the wait time message plays, it reminds the user of the options to:

• dial 1 to leave a message 
• dial "n" to keep your place in queue and get a call when your place in line comes up