Create a call queue

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. Company administrators can create and manage call queues.

Note: The mandatory settings to configure in the Basic tab are the queue name and selecting the agent group.

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

Create a call queue #

Before creating a call queue you will need to have created at least 1 agent group. See Creating and adding a user group

1. In the menu bar click Call Handling > Queues to see a list of available queues
2. To add a new queue click Add and the new queue page will be displayed
3. Enter the mandatory queue name (up to 100 characters)
4. Enter a brief description (up to 250 characters) if required
   • Such as the department for which calls are put in this queue
5. Expand the Group 1 dropdown and select the agent group for which calls are assigned to this queue
   • Each call queue may have up to five agent groups assigned, each with a priority. Group 1 has the highest priority. If no agents from Group 1 are available, a call will be queued. Calls held in this queue may overflow to the additional agent groups if configured.
6. Expand the Agent Script dropdown list and select the blocks of text that agents can to read out to customers during calls
7. Click Add
8. You will then need to configure the additional parameters in the tabs at the top of the new queue page

Additional Configuration #

For each queue you can define:

• Additional agent groups that are assigned to the queue
• Agent outbound dialling
• Wrapup settings
• In-queue audio announcements and music
• Call recording
• Key Performance Indicators (KPIs)
• Advanced settings, such as the maximum length of the call queue and backoff times
• Callbacks

Note: Some of the configuration pages contain mandatory parameters that are denoted by an asterisk (*) on the tab.

Definitions #

• Name: The name of the call queue.
• Description: A brief description of the call queue.
• Group 1: The agent (skill) group for which outstanding calls are assigned to this queue if no agents from the group are available. Calls held in this queue may overflow to additional agent groups, if configured.
• Agent Script: The blocks of text that will be displayed to agents in the Agent Portal, which they can read out to customers during calls to lead discussions.