(9.0+) Second Chance

Second Chance contains the settings that determine how and if the On-Premise Callback system offers callers the option to receive a callback after they had previously elected to hold.

Second Chance callbacks can be offered when a queue is in Normal or Virtual Queue operation modes.

Important:
  • The Second Chance callback option is only available in Genesys environments.
  • The Second Chance callback option must be enabled in the Feature Enablement section of Licensing.

Enabled

DescriptionValues

Controls whether a caller is offered a Second Chance callback after electing to hold.

  • If turned ON, a caller is given the option to receive a callback after electing to hold.
  • If turned OFF, a caller remains in queue until an agent is available.

Valid: ON/ OFF

Default: OFF

Remaining wait time threshold

DescriptionValues
The remaining EWT must be greater than this value in order for Second Chance callback to be offered.

Valid: 00:00:00-23:59:59

Default: 00:02:00

Speak EWT

DescriptionValues

Controls whether VIS announces the remaining EWT during callback registration.

  • If turned ON, the remaining EWT is announced to the caller.
  • If turned OFF, the remaining EWT is not announced to the caller.

Valid: ON/OFF

Default: OFF