VQ Pass (Virtual Queuing)

overview virtual queue management (vqm) allows customers waiting in a call queue to opt out of waiting on the line while retaining their position in the queue instead of holding, the customer is placed in a "virtual queue" and can request a callback during the estimated waiting time this feature improves the customer experience by eliminating on hold music and unnecessary wait time how it works vqm leverages apis and ivr customization to manage the customer's position in the queue, even when the customer is not physically connected to the line customer opt in a customer who calls in and encounters a long wait time is given an option in the ivr (requires custom ps configuration) to place a virtual queue request virtual position the customer retains their place in the queue line callback request the customer can request a callback within the vq time to be connected when their virtual queue position is reached outbound request the system also supports placing an outbound request based on the vq position, which triggers an automated call back to the customer administrators or integrators can use available apis to manage and monitor the vqm process check ewt (estimated wait time) retrieves the current estimated wait time for the queue add vq (add virtual queue) places a customer into the virtual queue remove vq (remove virtual queue) removes a customer from the virtual queue check vq status retrieves the current status or position of a customer in the virtual queue prerequisites this is a licensable feature an inbound voice campaign and queue must be configured use cases scenario category use case scenario vqm logic applied customer experience peak hour management during peak hours with long wait times (e g , 20+ minutes), the vqm option is presented to all callers customers are offered a choice to hang up and receive a callback at their retained queue position, significantly reducing customer frustration and queue abandonment resource optimization queue bouncing mitigation the system detects when queues are nearing capacity, and instead of routing more calls to hold music, it triggers the vqm option frees up system voice ports and trunk capacity that would otherwise be consumed by customers listening to hold music customer retainment high value call retention the vqm option is offered to customers whose calls are deemed high value (e g , based on ivr selection or crm lookup) ensures that high value customers who would normally abandon the queue due to a long wait are guaranteed a callback, retaining the opportunity for that interaction outbound follow up failed callback retries an initial vqm callback fails (e g , customer busy) the vqm system automatically places a new outbound request based on the last known vq position or a defined retry time guarantees service by automating the retry logic for the outbound call request, reducing the need for manual agent follow up benefits reduces call abandonment rates giving customers a callback option significantly reduces the number of callers who hang up out of frustration improves customer satisfaction (csat) respecting a customer's time and offering a convenient alternative to holding demonstrates a customer centric approach manages peak traffic smooths out call volume peaks by converting holding customers into scheduled outbound calls, which can be handled as resources become available limitations the effectiveness of vq pass relies on having an efficient outbound process to ensure customers are called back promptly when their turn arrives