Call queues ensure that if your customers call your company and all your agents are busy they are placed in a call queue where they wait to be connected to the next available agent. Whilst in the queue the caller may hear announcements about their potential wait time and position in the queue to provide reassurance.
Watch this video on things to consider before you configure a call queue:
Manage call queues #
Click Call Handling > Queues on the menu bar to see a list of the call queues that are currently defined is displayed. From here you can:
- Create and add a call queue*
- Assign agent groups to a call queue*
- Define whether or not agents assigned to the queue can make outbound calls or transfer calls*
- Define how calls are wrapped up by agents
- Define in-queue audio
- Configure call recording for queues
- Configure opt in/out options for caller recording
- Configure call recording for agents
- Define queue KPIs
- Configure advanced settings for a queue*
- Configure simultaneous ringing for a call queue
- Define when audio announcements stating either a caller’s position in a queue or their estimated wait time in the queue, are played.
- Define how callbacks are handled
- Edit or delete a call queue
- Copy a queue
* Tasks marked with an asterisk contain mandatory settings which need to be configured before a call queue can be added. |
Additional Information #
- Company administrators must have the Queues: Modify privilege to configure call queues.