Call Queue
Overview
A Call Queue organizes inbound calls when there are more callers than available agents. This ensures efficient call handling, reduces wait times, and improves customer service.
How Does the Call Queue Work?
A call queue organises incoming calls when there are more calls than available agents. This system keeps things running smoothly, preventing confusion and making sure every customer gets the attention they need.
Automatic Call Distribution (ACD)
- Calls are routed to the next available agent, ensuring fair distribution.
Agent Availability Integration
- Calls are dynamically assigned as agents become available.
Customisable Settings
- Set queue limits, wait times, and call routing rules based on business needs.
Creating Call Queue
- With the call queue create a professional impression that your business is committed to quality customer service. It can improve brand reputation and enhance customer experience.
Here’s how you can create a call queue:
- Log in to your account.
- Go to “settings” and click “call queue”.
- Click “Add call queue” to create a call queue.
- Enter the “name” and click “create call queue” .
- You can also view the available slots in your plan by clicking on the small icon next to the Call Queue label.
- A new interface will manifest on the right side of your screen.
- You may initiate the addition of a call queue by selecting the ‘Proceed’ button .
Editing Call Queue
Edit a call queue to update its name, profile, and member settings as needed:
- In the “Administrator settings” go to “call queue”.
- Click a specific “call queue” from the list of call queues.
- Click on “profile picture”, choose a picture and click “done”
- You can also update “call Queue name” by writing the name in the specified section and click “done”.
Assigning Number To A Call Queue
Assign a number to a call queue to ensure incoming calls are directed to the appropriate queue for efficient handling.
- In the "Administrator settings” go to “All Numbers”
- Select a “Number” you want to assign.
- Click “assign” next to “incoming calls”.
- Now click “Call queue”
- Select the desired queue and click “done”.
Adding Members To A Call Queue
Add or remove members in a call queue to manage call distribution effectively.
- Navigate to “Call Queue” and “select” a queue.
- Go to “Set up your queue members” and Click”Add/remove users”.
- Select “users” you want to add and click “done”
- Similarly you can “unselect” the users you want to remove.
Deleting A Call Queue
Delete a call queue when it is no longer needed to streamline call management.
- Go to “settings” and click “call queue”.
- Select a “call queue” that you want to delete.
- Scroll down and click “delete” next to “delete this call queue”.
- Click “yes” to confirm.
