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Waiting Time Limit

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Define waiting time limits for your queues so callers are automatically redirected to voicemail after waiting a specified amount of time. Queue wait limits ensure that no customer is left in the waiting queue for an unacceptable amount of time.

By selecting your waiting time limit, callers that reach that threshold will be sent to voicemail.

Your agents will then be notified as soon as you receive a new voicemail, so keeping track of callers that left the queue is easy.

How to Configure

  • Login as an administrator.
  • Click on the “Admin” section [1].
  • Select the “Preferences” tab [2].
  • Scroll down to ‘Queue Settings’ [3].
  • Select a ‘Waiting Time Limit’ from the dropdown menu in that section [4].
  • Click “Save” at the bottom of the page [5].
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Comments

  • Avatar
    Martin Siwy

    Is there an option to send the caller to VM at least? This sounds to me like a brick wall after a waiting on hold for support.

  • Avatar
    Sara Costa

    Hi Martin, you can also allow your callers to decide to leave the queue and go straight to voicemail (https://goo.gl/1skkIJ) or to request a callback from the queue (https://goo.gl/DAAW5g) among many other options. If this does not answer your query, please contact our support team (support@talkdesk.com) with your specific use case so the team may further assist you.

  • Avatar
    Chris Fassano

    Will Talkdesk ever have the option to configure different max wait times per number like we can do with other queue settings?

  • Avatar
    Sara Costa

    Thank you for the great suggestion Chris! In the future, for a more prompt response, please contact our support team directly at support@talkdesk.com I've added your comments to our ongoing request for this feature. Although we don't have an estimated time at the moment, we hope our development team will be able to implement it soon.

    Edited by Sara Costa
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