Scripting for employees when customer expires or is called early

I am sorry you had a bad experience. That is not the usual experience. Wait forecasts are estimates, as there is no way to know exactly what will happen in the future, how long each customer will take, if new employees will log on, etc. Someone must have summoned you ahead of schedule. You do have an option to push yourself back if you need more time by replying M to our text messages. You also have an option to rejoin the line if you miss your turn by replying J within the given time period.