lately we got many complaints from customers waiting in queue.
if a caller does NOT request callback and wait in line while a few call backs were initiated before his call.
example caller is 5th in line and 3 callbacks initiated before his call are waiting...
he will be told you are caller 2 (or next?) in line... and when callback triggers to fetch the callback waitings his position will be jumped to 5th. very frustrating for the caller.
How could we have the reported call count include the waiting call back ?