Installation guide

Setting up the caller's hold experience 2-64
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
4 From the Condition variable drop-down list, select the custom data variable whose value the
system will use to determine if the prompt plays.
Wave comes with two predefined custom data variables that can be used as Hold prompt
conditions:
•
Expected Wait Time. Returns the estimated number of seconds until the call is
answered. For information on how Wave calculates this number, and how to make it
more accurate, see “Configuring expected wait time” on page 2-45.
•
Number of people ahead. Returns the number of waiting callers who entered the
queue before the current caller.
You can also create your own condition variable by clicking next to the Condition variable
field. See the next section, “Using custom data variables to play conditional Hold prompts.”
5 In Minimum variable or value and Maximum variable or value, enter the minimum and
maximum values that will cause the prompt to play. The prompt plays if the value is >= the
minimum and <= the maximum.
For example, to play the prompt when the expected wait time is 10 minutes or more, select
Expected wait time and set Minimum variable or value to 600 (600 seconds=10 minutes). If
you are using a custom variable of Account Number (see the example in the next section),
you could set the prompt to play for callers with a Account Number value within a specific
range.
6
Click OK to save the queue as defined so far or go to the next section, “Setting up a queue’s
voice mailbox.”
Using custom data variables to play conditional Hold prompts
Whatever variable you select in the
Condition variable field of the Hold prompt dialog is the one
whose value is used to determine whether the prompt plays. You can create your own custom
data variables and use them to trigger Hold prompts. For instructions on creating a custom data
variable, see “Creating a custom data variable” on page 2-89.
Example: By creating a variable called Account Number, you can play a Hold prompt only for
certain customers, such as your newest customers. First, you prompt callers to enter their
account numbers, which you store in the Account Number variable (see “Setting up caller data
entry” on page 2-67). Then you create a conditional Hold prompt that plays only if Account
Number is within a certain range. A range of 1000 to 2000 might represent your newest
customers, and you could specify that range for your Hold prompt, which would play only for
your newest customers.
Release 2.0 Service Pack 1
April 2011