Chel

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Feature Request Summary: 

Currently, the average wait time is calculated from a 24hr block of time. This is often misleading due to peak support times throughout the day. We would love it if the average wait time is calculated based of of the last 2-4hrs of incoming calls instead of a full 24hr period of time.

In addition, for situations where the wait time may be longer than what was stated at the start of the call, there should be a periodic message inviting the caller to press 1 to leave a message. I know that the ability to leave a message is always available while they're waiting, but our customers may not have listened to the original outgoing message or have forgotten that they can press 1 at any time.

Description/Use Cases: 

This would provide a better experience for the customers who are calling in for Support and set a more honest expectation of how long they may be waiting on the line before their call is answered.

Business impact of limitation or missing feature:

I've had to field 2 escalations within a week because the Average Wait Time stated 6-10 minutes and instead the callers were left on the line for 30-60 minutes during each of their calls. During my calls with them, both stated that if the number isn't going to be an actual representation of the wait time then it's a pointless feature to have enabled. In addition, it was suggested that we should provide an updated wait time during the call if it's still not answered beyond the initial time that was given.

If we prompted them to leave a message throughout the calls, it could have helped mitigate some of their frustrations with us/the phone system as well.

Other necessary information or resources:

We previously used a Vonage phone system and while they didn't offer an estimated wait time (which is a feature people -mostly- seem to like) it did chime in every 10 minutes and invite the user to leave a message. This is the only feature from that phone system that I miss having! It would be amazing if you all could introduce that functionality.

I've just had an escalation call with one of our clients who absolutely hates the "average wait time" feature because it's rarely accurate during peak times and because it doesn't provide any updates throughout the wait. I would love to see a more accurate average wait time be added and/or for the phone system to provide updates throughout the wait.

Another great feature would be to prompt the caller to leave a message every so often so that if they no longer want to wait, they know what to press. I've advised that they just need to press 1 to get routed to voice mail but they often don't remember that if they've been waiting for 30+ minutes and still haven't had their call answered.