APIs Automatic Callback Self service Wait times 
Babelforce
OCTOBER 12, 2021
Absolutely everybody hates wasting their time this way. Automatic callback, (AKA “ virtual queuing ”) allows customers to request a return call if the current line is busy or if no agent is available to answer them. How does automatic callback work? The standard approach is to link these systems using APIs.
Babelforce
NOVEMBER 30, 2022
Expected Wait Time? Estimated wait time is an estimate – usually calculated on a rolling basis by call center software – of the length of time a caller will have to wait in a queue before an agent answers. Wrap-up time is the portion of the total ‘handle-time’ that does not include hold time or talk time.
Expert insights. Personalized for you.
52 
Let's personalize your content