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Configuring advanced settings for a call queue

In the advanced section, there are several other parameters that administrators can configure that determine how calls are queued.

Note: In order to create a call queue you need to configure the mandatory Importance Rating setting.

Click play to watch a video on configuring advanced settings for a call queue.

To define advanced parameters for this call queue:

Access advanced settings #

  1. In the menu bar click Call Handling > Queues to see a list of available queues
  2. Select (or add) the relevant call queue
  3. Click the Advanced tab
  4. From here you will be able to configure Queue Length, Agent and Miscellaneous settings (see below)
  5. Once the settings have been configured click Add or Save Changes

Queue Length #

The call queue length may be fixed (a defined number of places) or dynamic (a constant factor multiplied by the number of available agents). If you want to apply a fixed queue length, leave the Enable Dynamic Maximum Queue Length checkbox unticked, but specify a value for Maximum Queue Length and/or Maximum Total Callers

  1. For Maximum Queue Length, specify the maximum number of calls permitted in the queue
  2. To automatically apply a dynamic queue length tick the Enable Dynamic Maximum Queue Length checkbox
  3. For Dynamic Maximum Queue Length Factor, specify the constant factor by which the number of available agents is multiplied to determine the maximum queue length
Queue Length Definitions #
  • Maximum Queue Length:  The maximum number of calls permitted in the queue. The call queue length may be fixed (a defined number of places) or dynamic (a constant factor multiplied by the number of available agents).
    • If the length of the queue reaches this number, new calls are prevented from joining the queue and are handled according to how the call flow has been configured, for example, the calls may be placed in another queue or routed to voicemail. (The Join Queue node has optional branches that may be taken if specific queue limits are reached.)
  • Enable Dynamic Maximum Queue Length: Whether or not the specified Dynamic Maximum Queue Length Factor is applied. The maximum length of the call queue is based on a factor of the number of logged in agents. If this number is exceeded, the call queue may overflow to the next-highest priority group.
    • If this is not set, a fixed queue length is applied instead, as determined by the Maximum Queue Length and/or Maximum Total Callers parameters.
  • Dynamic Maximum Queue Length Factor: The constant factor by which the number of available agents is multiplied to determine the maximum queue length.

Agents #

  1. To allow multiple agents to be called with the same call tick the Enable Simultaneous Ringing checkbox
  2. For Maximum Number Of Agents To Ring Simultaneously, select the maximum number of agent phones in the group(s) to call simultaneously
    • This applies to agents in Group 1 only and the maximum number is 10 (the default value).
    • See Simultaneous ringing overview for more information on this feature.
  3. To allow agents who serve this call queue to view the status of the queue on their Agent Portal, tick the Allow agents to view queue status checkbox
  4. To continue to hold calls in a queue when no agents are available to handle calls for that queue and to allow calls to continue joining the queue, tick the Allow calls to wait in queue when no agents are handling it checkbox
    • If the checkbox is not ticked, calls are prevented from waiting in that queue if no agents are available and are routed immediately to an additional group of agents (the next-highest priority group), if specified.
  5. To automatically log off agents who are assigned to this call queue at specific times on particular days:
    • Tick the Enable agent auto logoff checkbox. By default, this is disabled for a new queue
    • For the appropriate day(s), use the up and down arrows to configure the logoff time(s)
Note: All agents who are assigned to this call queue will be logged out of the system at the specified time(s), even if they are currently logged into other call queues (the logoff setting applies to all call queues to which they are assigned). If automatic logoff is not enabled for any of their queues, they are permanently logged in to the system.
Agent Definitions #
  • Enable Simultaneous Ringing: Whether or not multiple agents will be called with the same call. By default, this is disabled.
    • Maximum Number Of Agents To Ring Simultaneously: The maximum number of agent phones in the group(s) to call simultaneously. The maximum number is 10 (the default value).
  • Allow agents to view queue status: Whether or not agents who serve this call queue can view the status of the call queue.
  • Allow calls to wait in queue when no agents are handling it: Whether or not existing callers will continue to be held in a queue (or new callers will be allowed to join the queue) when no agents are available to handle calls for that queue.
    • If the checkbox is not ticked, calls are prevented from waiting in that queue if no agents are available and are routed immediately to an additional group of agents (the next-highest priority group), if specified.
  • Enable agent auto logoff: Whether or not agents who are assigned to this call queue are automatically logged off at specific times on particular days.
  • Auto Logoff: The days and times when agents who handle calls for this queue are automatically logged off.
    • All agents who are assigned to this call queue will be logged out of the system at the specified time(s), even if they are currently logged into other call queues (the logoff setting applies to all call queues to which they are assigned). If automatic logoff is not enabled for any of their queues, they are permanently logged in to the system.

Miscellaneous #

  1. For Maximum Total Callers, specify the maximum number of simultaneous calls permitted in total (calls connected to agents + calls in the queue)
    • E.G. If the value is set to 10 and there are five calls that are connected to agents, only five calls are allowed to be queued, even if the Maximum Queue Length is set to 10.
  2. For Maximum Wait Time, specify the maximum number of seconds that a caller should spend waiting in the queue
  3. For Outdial Timeout, specify the maximum number of seconds that an agent’s phone will ring for
  4. For Busy Backoff Time, specify the number of seconds that an agent will not receive any calls for whilst busy
  5. For Call Failed Backoff Time, specify the number of seconds that an agent will not receive calls due to call failure
  6. For No Pickup Backoff Time, specify the number of seconds that an agent will not receive calls due to failing to pick up a queued call within the outdial timeout
  7. For Breakout DTMF Key, specify the DTMF key (1-9, #, *) the caller can select to be routed to some other point in the call flow for example to leave a voice message
  8. (Mandatory) For Importance Weighting, specify the priority of the call queue
    • See further information in Miscellaneous Definitions below
  9. To set callers who have previously spoken to an agent to have increased priority in the call queue:
    • Tick the Increase priority where caller has been connected checkbox
    • Specify the number of days (up to a maximum of eight days) within which the last call must have taken place
  10. To set callers who have not been answered by an agent within a specified time to have increased priority in the call queue:
    • Tick the Increase priority where caller has waited checkbox
    • Specify the number of seconds for which callers must have been waiting in the queue before their call is accelerated
    • Specify the number of days (up to a maximum of eight days) within which the last call must have taken place
  11. For Delete completed scheduled calls after (days), specify the number of days after which completed scheduled calls are deleted
  12. To specify that calls are delivered to agents in order, tick the Don’t connect other calls before the call at the head of the queue is answered checkbox
  13. To route callers who have previously spoken to an agent to the last agent who they talked to (if they are available
    • Tick the Connect caller to last agent they talked to checkbox
    • Specify the number of days (up to a maximum of eight days) within which the last call must have taken place
  14. To set callers who have not been answered by an agent within a specified time (including callers that have overflowed from one group of agents to another and callers who have attempted to call and have given up) to have increased priority in the call queue:
    • Tick the Increase priority where caller has waited checkbox
    • Specify the number of seconds for which callers must have been waiting in the queue before their call is accelerated through the queue
    • Specify the number of days within which the last call must have taken place (up to a maximum of eight days)
  15. For Delete completed scheduled calls after (days), specify the number of days after which scheduled calls that have been completed are deleted
  16. To specify that calls are delivered to agents in order rather than delivering as many calls as possible to available agents, tick the Don’t connect other calls before the call at the head of the queue is answered checkbox
  17. To route callers who have previously spoken to an agent to the last agent who they talked to (if they are available):
    • Tick the Connect caller to last agent they talked to checkbox
    • Specify the number of days within which the last call must have taken place, up to a maximum of eight days
Miscellaneous Definitions #
  • Maximum Total Callers: The maximum number of simultaneous calls permitted in total (calls connected to agents + calls in the queue).
    • If the total exceeds the Maximum Total Callers number, excess calls are removed from the queue (and new calls are prevented from joining the queue) and are handled according to how the call flow has been configured, for example, the calls may be placed in another queue or routed to voicemail. (The Join Queue node has optional branches that may be taken if specific queue limits are reached.)
  • Maximum Wait Time: The maximum number of seconds that a caller should spend waiting in the queue.
    • If the waiting time is reached for a caller, the call is removed from the queue and is handled according to how the call flow has been configured, for example, the call may be placed in another queue or routed to voicemail. (The Join Queue node has optional branches that may be taken if specific queue limits are reached.)
  • Outdial Timeout: The maximum number of seconds that the selected agent’s phone will ring for. If the agent does not pick up the call within this time period, their No Pickup Backoff Time begins. The call to the agent will be cancelled and the caller will be put back on the head of the queue.
    • The default setting is 30 seconds. If this value is set to 0, an internal default of 20 seconds is applied.
    • Note: For SIP calls (calls to handsets), this timeout may not be honoured, as the network may limit the ringing time to approximately 60 seconds, regardless of the value specified here.
  • Busy Backoff Time: The number of seconds for which the selected agent will not receive any calls, because they are busy (for example, they are on a call that is out of the control of the Contact). During this time period, the selected agent is taken out of the pool of available agents. When it elapses, the agent receives calls again.
    • The default value is 3 seconds. If this value is set to 0, no backoff time is applied, meaning that calls to the agent may be attempted immediately following a busy result.
  • Call Failed Backoff Time: The number of seconds for which the selected agent will not receive any calls, because the call to the agent failed for another reason, such as a network failure. During this time period, the selected agent is taken out of the pool of available agents. When it elapses, the agent receives calls again.
    • The default is 60 seconds. If this value is set to 0, no backoff time is applied, meaning that calls to the agent may be attempted immediately following a failed result.
  • No Pickup Backoff Time: The number of seconds for which the selected agent will not receive any calls, because they failed to pick up a queued call within the Outdial Timeout.
    • If this value is set to 0, no backoff time is applied, meaning that calls to the agent may be attempted immediately following a no-answer result.
  • Breakout DTMF Key: The DTMF key that the caller can select to escape the queue and be directed to some other point in the call flow, for example to leave a voice message. Call queues of equal importance must have the same value.
    • Note: This would only take effect if the corresponding Join Queue node in the call flow has the DTMF optional branch added.
  • Importance Weighting: The priority of the call queue. The importance weighting assigned to a call queue determines the call queues that are served first when multi-skilled agents (those who are assigned to multiple queues) become available and the percentage distribution of calls from these queues to agents.
    • For example, Queue A has an importance weighting of 5 and Queue B has an importance weighting of 10. The importance weighting of both call queues are added together to give a combined weighting of 15 (5 + 10). So the way calls are distributed is that 5 out of every 15 calls will be from Queue A and 10 out of every 15 calls will be from Queue B. Therefore, if you have a call sample size of 30 calls in total, 10 of the 30 calls will be from Queue A and 20 of the 30 calls will be from Queue B.
    • Call queues of equal importance must have the same value.
  • Increase priority where caller has been connected: Whether or not callers who have previously spoken to an agent, such as repeat or frequent callers, and including callers who have been transferred from one agent to another, have increased priority in the queue.
    • in the last number of days: The number of days within which the last call must have taken place (up to a maximum of eight days). The caller must have called at least once within this number of days.
  • Increase priority where caller has waited: Whether or not callers who have not been answered by an agent within a specified time (including calls that have overflowed from one group of agents to another and callers who have attempted to call and have given up) have increased priority in the queue.
    • at least this number of seconds: The number of seconds for which callers must have been waiting in the queue before their call is accelerated through the queue.
  • Delete completed scheduled calls after (days): The number of days after which scheduled calls that have been completed are deleted.
  • Don’t connect other calls before the call at the head of the queue is answered: Whether or not calls are delivered to agents in order rather than delivering as many calls as possible to available agents.
    • If this option is enabled (checkbox is ticked), a call that is second in the queue will not be considered for delivery until the call ahead of it has been answered by an agent. However, this limits the rate at which calls are delivered from the head of the queue. For example, if the average time for an agent to answer is five seconds, calls will only be delivered at one every five seconds. This is not ideal if calls are arriving faster than the delivery rate and a queue is holding calls yet there are available agents seemingly doing nothing.
    • To handle this scenario, you can disable this option (untick the checkbox), so that multiple calls from the head of the queue are attempted to be delivered to available agents simultaneously. This may increase the rate at which calls are delivered, but cannot guarantee that calls are answered in order, so, using the example above, the call that is second in the queue may get answered before the call at the head of the queue.
    • By default, calls are delivered to agents from the head of the queue in order (checkbox is ticked), which should be suitable behaviour most of the time, as calls for a single queue will likely not arrive that quickly and, in general, calls will be of sufficient average lengths to eventually employ all available agents.
  • Connect caller to last agent they talked to: Whether or not callers who have previously spoken to an agent are to be routed to the last agent who they talked to (if they are available). Otherwise the longest idle agent is selected from the group. (The system retains information on the last-called agent for eight days.)
    • If the checkbox is not ticked or if the last-called agent is not available, the longest idle agent is selected from the group instead.
    • within this number of days: The number of days within which the last call must have taken place (up to a maximum of eight days). The caller must have called at least once within this number of days.

Additional Information #

  • Company administrators must have the Queues: Modify privilege to configure advanced queue parameters.

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