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.
Procedure
On the canvas, click the Offer Callback? task.
Automation displays the Properties pane at the side of the screen.
In the Name field, type a name for the task.
For example, Offer Callback?.
In the Expected wait time (EWT) list, select EWT.
Next Steps
In Automation, configure the Create Callback task.
