A universal frustration for callers is having to wait to get in contact with an agent. You can reduce call volume while maintaining service levels by giving callers the ability to continue their interaction through SMS. This reduces the number of callers in queue, and expands the options you have for handling the interactions.
Agents can typically handle a larger volume of SMS messages, and AI agents and bots are much more effective at handling text-based interactions compared to voice interactions.
This how-to article gives you an overview of how to add logic to your voice scenario that gives the caller the option to divert to SMS after waiting in the voice queue for predetermined amount of time:
https://help.brightpattern.com/5.19:Scenario-builder-reference-guide/Exercises/CallQueueToSMS