Yep! The way it was recommended to work for you was to send the email once, per caller, at the bottom of the queue loop (roughly 70 seconds). You would just need to switch your If step for boolEmailSent, to be either:
a) a loop counter, which would loop roughly every 70 seconds, and then check if the loop counter is on a loop you wish to sent the email. I.e., If (loopCounter == 2 || loopCounter == 4 || loopCounter >= 6) <--- that would send an email at 2.5 minutes, 5 minutes, and then every loop after 7 minutes.
b) a wait during threshold, which would need to be pulled from the get reporting statistics step (I put that in my edit within the if step, but you can just drag it above the if step). E.g., If (intWaitDuring >= 300) <--- that would send an email every loop after 5 minutes has ellapsed.
c) maybe combine the two? Really the "when?" and "how often?" is your choice.
Keep in mind that if you're not trying to sink the email server or the user's mailbox, maybe only let the oldest contact in queue (the first person in line) trigger the email.
E.g.,
intPositionInQueue = Get Reporting Statistics (Position In Queue)
If (intPositionInQueue == 1 && (intLoopCounter == 4 || int loopCounter == 6))
that way if there are 6 people in queue all over the limit, there's still only one email, not 6. If you are thinking "oh but having 6 emails tells me how many people are in the queue" then I would say either:
a) look at finesse more, because that shows you counts in queue for free, and let the email trigger you to look at it
b) use the get reporting statistics step again, but this time to get the Contacts Waiting metric, stored in intContactsWaiting, and then include that metric in the email subject: E.g., Queue Alert: There are 6 Contacts Waiting in Queue
Then at this point it really doesn't pay to have the calling number in the email then, but that's just yet another decision to make...
