Waiting Room: attempt-based expiry and reporting

What's new

The waiting room now supports expiring based on the number of attempts, in addition to the existing time-based expiry. You can set both, whichever limit is reached first ends the wait.

We've also added two new reporting columns so you can see what the waiting room is actually doing.

Why

During warm transfers, a call can bounce back and forth between the dialer and the buyer lookup many times. With the waiting room they come once in Retreaver and stay inside of Retreaver saving the agent a lot of effort constantly bringing back the call to Retreaver.

The waiting room sets a boundary - some teams think about this boundary in seconds ("hold for up to 60 seconds"). Others think about it in attempts ("try 5, then 10, then 15 times"). Until now only the first was possible — now both are.

How to use it

On a campaign, the waiting room now has two limits:

• Waiting Room Seconds -> expires after this many seconds (max 10 minutes)
• Waiting Room Attempts -> expires after this many attempts (max 15)

The call leaves the waiting room when either limit is hit or a buyer is successfully connected. Both values must be greater than 0.

New reporting columns

Two new columns are available on the reports and Call detail page:

• Waiting Room Attempts -> how many times we've attempted to route the call while it was in the waiting room.
• Waiting Room Duration -> total time the call spent in the waiting room

Both can be filtered and sorted on. They appear next to each other since they go together. The columns are only shown when the waiting room feature is enabled for your account.

Learn more in our Waiting Room guide