Symptom / Need

You need to improve the customer experience by offering a callback option when call volume is high, allowing customers to choose between waiting on the line or receiving a call back automatically.

Context / Scenarios

• High Call Demand: During peak call times, smart waiting helps manage load and improve customer satisfaction.
• Wait Time Optimization: Reducing the time customers spend waiting can improve service perception.
• Improve Customer Satisfaction: Offering flexible waiting options can increase customer satisfaction and loyalty.

Answer (Solution/Recommendation)

To configure smart wait in a wolkvox Manager skill, follow these steps:

1. Access Smart Standby Settings:
   1. In the "Skills" tab within the "Agents & Skills" section of the left side menu, locate the skill to which you want to apply the smart wait.
   2. Right click on the skill and select the "Smart Wait" option.
2. Initial Configuration:
   1. In the settings window, activate the smart standby service by checking the "Enable" box.
   2. Verify that the skill number selected in the "Skill" field is correct.
3. Define the Target Service Level:
   1. In the "Target Service Level" field, set the value that, when exceeded, will trigger smart waiting. This value determines when customers will be offered the callback option.
4. Configure Smart Queuing Routes:
   1. The smart waiting setup consists of two main routes: one for when the customer chooses to wait on line and one for when they choose to receive a call back.
   2. Online Waiting Route:
      1. Set up the necessary audios to guide the customer through the waiting process.
      2. Make sure each step in the path has an assigned audio, following the examples provided in each field.
   3. Callback Route:
      1. Configure the audios that will be played when the system calls the customer back.
      2. Make sure the prefix (area code) fields are correctly configured so that the system can perform the callback.
5. Save Settings:
   1. Once you have configured all the necessary audio and parameters, click the "Save – Close" button to apply the changes.
6. Testing and Adjustments:
   1. Test to ensure that smart wait works as expected.
   2. Adjust audio and parameters as needed to improve customer experience.