Checking Number of Agents in Queue in Flow for callback

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Hello, I would like to check if there is any API that can be used to check if there are agents on the target queue in the flow, If yes which API is it, and is it possible to create a callback directly in the flow? If not possible is it possible to upload pre recorded media for the callback setting in the queue directly? I need this information as I want to offer the caller an immediate callback if there is no agents on queue, and I want to add the media to collect the information (called number for the callback) but in the queue callback configuration text to speech seems to be the only option.

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Hi @rchbeir

Currently the callback is only part of the queue configuration.

You can use the ‘Condition’ widget to check how many agents are Ready in the queue.

More info on that:

However, there is not a widget for Callback. That does happen once the consumer is placed into the queue.

What I would recommend to do is to announce either the callers place in line, or the estimated wait time, whichever is more appropriate for your business (estimated wait time is better for larger queues that can be estimated easier than queues with only a few agents). Essentially what you want to do is play a message based on the ‘Get Queue Data’ that encourages the caller to select the callback option once they are in queue.