Voice Queue Treatments
Queue treatments allow administrators and/or supervisors to provide an enhanced waiting in queue experience for their users. Buzzeasy leverages various functionalities empowering supervisors and administrators to create the best user experience for their customers.
Creating a Queue Treatment
Queue Treatments can be found in the Buzzeasy portal > Voice category > Queue treatments. While this option is available for chat as well, the functionalities are different.
To create your first Queue Treatment:
Navigate to the Buzzeasy Portal > Voice > Queue Treatments and click Create.
Provide a Name, ensure it is meaningful to help out your coworkers. We do not recommend using names such as "Queue treatment 1, main treatment" or any variation of that, try to describe what it does.
You may also set a Callback timeout, however this field is not mandatory, this will control the life span of callbacks waiting in a queue where this queue treatment is used.
Select an Announcement bundle. This will be used to announce position in queue or to offer callback if you configure those in your queue treatment steps. It is optional, you can do it later on as well.
Click the Next button to navigate to the actual steps of your queue treatment. This is where you describe the experience.
Provide a delay duration to start things off with. Mobile carriers as well as the internet at times might be slower than Buzzeasy processing, which means that the audio might be cut-off for half a second or a second. We recommend adding a 1-2 seconds delay to start your queue treatments.
You may add any number of steps for your queue treatment, but you must add at least one. Available step types:
Announce: Plays a TTS or an audio file. Swap between these modes by clicking the TTS/Audio label. Specify the amount of time this step is allowed to take. Make sure this is longer than your announcement.
Set Music: Use this step to start the music on hold for your queue treatments. This is the background music of your queue treatment, it will automatically repeat for as long as your queue treatment requires it to. Specify how long should Buzzeasy wait before moving onto the next step.
Queue Position: Use this to announce the customer's position in the queue. This will use the audio bundles already uploaded and available across the tenant. You may click the highlighted words to open up the linked bundle without navigating away from this section. Specify the amount of time this step is allowed to take. Make sure this is longer than your announcement.
Offer callback: This provides the callback offer while waiting in the queue using the Callback bundle announcement. Click the highlighted keywords to open up the linked bundle without navigating away from this section. Specify the amount of time this step is allowed to take. Make sure this is longer than your announcement.
Expected Wait time: Use this step to stream the expected wait time for the current customer conversation. This will use the EWT announcement bundle. Click the highlighted keywords to open the bundle. Specify the amount of time this step is allowed to take. Make sure this is longer than your announcement.
- Enable the repeat treatment option. This allows you to repeat a queue treatment from a given step removing the need to duplicate your work. Simply specify the step you wish to repeat from.
Queue treatment timeline
The queue treatment section feature a timeline. This timeline provides a calculated estimation of when the events set in the queue treatment itself will be streamed to your customers.
While the timeline is an estimated value, please take into consideration that other factors may influence the timeline of events.
Using a queue treatment
Queue treatments can only be used in a Queue Node. You may use a single queue treatment for all of your queues but you may not assign multiple queue treatments to a single queue node.
Processing the queue treatment
Buzzeasy processes the steps in a queue treatment based on the order they are set. The steps are processed whenever a Call enters the queue by our Queue Management service. The service sends over this information to the voice server where it gets executed. Always be mindful about the length of your files as well as the duration you instruct the system to wait for before moving onto the next file, as the system does not wait for the current file to be played entirely before moving onto the next step, in order to reduce the amount of trimming and cutting of your wav files. You may control for how long a file is played by simply instructing the system to move onto the next step sooner than the file total duration.
Generic queue treatment example
Please take a look at the following configuration:
In this example, we instruct the system to set a buffer delay of 2 seconds, then, to set the background music to "we're sorry.wav". We specify a 10 seconds wait time, because in this example we want, after 10 seconds to play a comfort message to the customer, which is the Play announcement step "all agents are busy, please wait".
After playing it, which takes approximately 5 seconds, we want to stream the position in queue. This generally takes around 2 seconds, however, 15 seconds is specified to leave room for the background music to play. After that, we offer callback, which again, takes around 2 seconds with 13 other seconds for the background music to play.
The timeline shows an estimate of these durations, of course, you may increase the wait times as your files might be longer, or if you feel the need to play the background music for longer than 13-15 seconds between announcements.
Finally, we will look this configuration from Step #2, which is the comfort message. We do not need to specify the loop on the background music, as that's already set and should not be changed.