Note: This step can be skipped if users haven’t been added. Set up queues first and add agents later.
3. Create a New Queue
Initiate Queue Creation: Click "+New Queue."
Enter Basic Info: Name, call-in number or extension.
Confirm: Click "Next" to confirm.
4. General Settings - Basic Behavior
Call limit: Define the maximum number of calls that can be held in the queue at one time. For example, setting a limit of 50 calls ensures your system handles high traffic efficiently without overloading agents or increasing wait times unnecessarily.
Queue timeout: Set the maximum allowable wait time for each caller before they are automatically redirected. For instance, a 300-second (5-minute) timeout ensures callers aren’t left on hold indefinitely, enhancing customer satisfaction.
Timeout immediately if empty: Automatically end or redirect calls if no agents are logged in. This feature ensures that callers aren’t left waiting when no one is available, optimizing customer service and minimizing frustration.
Record all calls: Enable this option to record every call that enters the queue. This provides a valuable record for quality control, training, and compliance, ensuring every interaction is captured.
Disable timeout for callback calls: Keep callback requests in the queue, ignoring the standard timeout, until an agent is ready. This ensures that callback requests are prioritized and not dropped from the queue prematurely.
Immediate timeout if no agents are ready: If no agents are ready to take calls, this setting instantly redirects calls to a timeout path, reducing unnecessary waiting times and improving caller satisfaction.
Display agents to other agents: Enable agents to view the real-time status of their colleagues. This improves internal communication and ensures that agents are aware of team availability, leading to better workload distribution and team coordination.
Escalation callflow after timeout: Set where calls are routed after exceeding the queue timeout, such as to voicemail, another queue, or a specific device. This ensures no call is left unattended.
Note: If a call does not connect with an agent and the call times out, and there is no predetermined callflow set, the call will drop. Ensure the correct callflow is assigned to avoid missed calls.
Dropout Options: Offer callers the option to leave the queue by pressing a specific key. This can be used to redirect them to another destination like a voicemail or a different queue, offering flexibility and improving the overall caller experience.
Add Redirect: Allow callers to be redirected to a different queue or voicemail by pressing a designated button, giving them control over their next steps.
Add Callback: Enable callers to request a callback, saving them from waiting in the queue. This ensures a more convenient experience, allowing callers to receive assistance without staying on the line.
Caller Announcement: Upload a pre-recorded message or media clip that plays to callers before they are connected to an agent. This can be used to provide important information, updates, or instructions while they wait.
Optionally, require the caller to press a specific key to proceed to an agent, allowing an additional layer of engagement and reducing the chances of dropped calls.
Ensure the callee connection timeout is set to at least 10 seconds, giving agents sufficient time to connect after the caller confirms they are ready.
5. Routing Strategy
Most Idle: Route calls to agents with the most idle time since their last call.
Least Calls Handled: Route calls to agents who have handled the fewest calls during their session.
Least Offers Made: Route calls to agents who have received the fewest call offers during their session.
Round Robin: Distribute calls equally among all agents assigned to the queue.
Ring All Agents: Ring all agents in the queue (not recommended for high call volumes).
6. Hold Treatment
Design Media Loop: Add actions for hold treatment:
Announce Position: Announces the caller's position in the queue.
Announce Wait: Announces the estimated wait time.
Pause: Inserts a pause in the media loop.
Play Media File: Plays a media file.
7. Agent Behavior
Agent Connect Timeout: Set to 10 seconds or higher.
Force Away on Rejected/Missed Calls: Automatically mark agents as "away" after a specified number of missed/rejected calls.
Allow Agent Recovery Time: Provide brief downtime between calls (e.g., 15 seconds).
Allow Recovery Time Extension: Enable agents to extend their recovery time, with multiple extensions allowed.
8. Member Assignment
Assign Members: Select users and click "Assign to Queue."
Note: Optional step; can be skipped if users haven’t been added.
9. Review and Confirm
Review Configuration: Check the summary for Basic Info, General Settings, Routing Strategy, Hold Treatment, Agent Behavior, and Member Assignment.
Save Changes: Click "Save Changes" to confirm settings.
Managing an Existing Queue
Access Settings: Click the queue and the settings gear icon to manage settings.
