You cannot always shorten the queue. You can change what plays in it.
Australian call centre wait times went backwards this year — the industry average rose from 1:49 to 2:26, and every measured sector got slower. Nobody understaffs a contact centre on purpose. But the audio callers hear while they wait is the one part you control completely, and most CXone deployments are still running the message recorded at go-live.
Wait times: ACXPA mystery shopping research, January to April 2026.
What that means in practice
Written by the people who own the message
Changed the day it needs changing
Every queue, separately
Reporting on what actually played
How a change gets made
- 1
Write the announcement
In the Kiosk, by whoever owns that particular queue.
- 2
Choose the voice
Pick the read and the bed, and hear them together before you commit.
- 3
Approve
A manager releases it.
- 4
Pushed into CXone
The Kiosk uploads it for you. The whole run takes about two minutes, and nobody handles a WAV file by hand.
Also worth knowing
- Optional content items — historical facts, riddles, quizzes — refresh on their own between promotions
- Outage and event announcements carry their own start and end dates, so a Christmas message cannot still be playing in February
- Audio uploads to each queue separately, so a sales promotion never plays to somebody waiting on support
Hear what your CXone callers could be hearing
Tell us how your queues are split and we will produce a sample for the busiest one.