Call queues

A call queue holds callers and offers each call to the next available agent. Admins manage queues under Admin, then Call Queues. Call queues are part of the Pro and Contact Centre plans. Agent priority and skills-based routing are part of Contact Centre.

Create a queue

1. 1

   Add agents

   Select Create Call Queue and pick the agents. Give each a skill level (1 to 10) and a priority (1 to 9).

2. 2

   Choose who rings first

   Pick Round robin, Longest idle (the default), Fewest calls today, Highest skill first or Ring all available.

3. 3

   Set the timing

   Ring each agent for 5 to 120 seconds (20 by default). Maximum wait is 30 to 3,600 seconds (300 by default).

4. 4

   Set what callers hear

   Pick the default greeting, text to read out, or an audio file. Add a hold music URL.

5. 5

   Set overflow

   Choose where callers go when the wait runs out: voicemail, a ring group, a phone number or another queue.

How calls are offered

• Only agents who are Available are rung. Agents set their status in the header.
• Priority 2 agents only get calls when no priority 1 agent is free, and so on.
• After a call, agents are in Wrap-up for the queue's wrap-up time (0 to 600 seconds) before the next call.
• With Overflow straight away when no agent is logged in on (the default), callers skip the wait when nobody is available.
• Queue-to-queue overflow stops after 3 hops.

Announcements and hold music

• Callers can hear their place in line and estimated wait every 30 to 600 seconds (60 by default). The wait estimate starts once the queue has answered a call.
• Hold music must be an https link. Keep it under 2 minutes, because it loops. Without music, callers hear silence between announcements.

Service level

Set a Service level target (seconds), 20 by default. The wallboard and analytics show how many calls were answered within it.