You can configure the Offer Callback task to check if the EWT is within the thresholds you configure. The customer is eligible for a callback if the EWT is between the minimum and maximum threshold values.
On the canvas, click the Offer Callback? task.
STEP RESULT:
Automation displays the Properties pane at the side of the screen.
In the Name field, type a name for the task.
ADDITIONAL INFORMATION:
For example, Offer Callback?.
In the Expected wait time (EWT) list, select EWT.
Next steps
In Automation, configure the Create Callback task.
