Overview
Call Center Queues are where Leads are routed through when they call in. The Queue's Call Routing tab controls how the Agents receive Inbound calls.
Contents
Configuring the Call Routing Tab
1.) Click the Call Center main menu.
2.) Click the Call Center Queues menu option.
The Show Queues page will open.
3.) Click the Name of the Queue or the Settings option in the Action gearwheel drop-down.
The Queue Settings page will open on the Main tab.
4.) Click the Call Routing tab.
5.) Configure the following settings as needed:
General Properties
- (A) Auto Answer Calls from Inbound Numbers: This toggle determines whether Inbound calls are automatically answered by the system and held in the Queue until an Agent is available. When disabled, it will delay answering the call until an available Agent is found.
-
(B) Auto Connect in Preview & Inbound Campaigns:
The Preview & Inbound Dial Method requires Agents to Skip Leads to receive an Inbound call. Enabling this feature tells the system to automatically Skip the Lead the Agent is previewing and connect them to an Inbound call waiting in Queue. -
(C) No Delay:
Enabling this feature will override Agent Alert Audio and the Welcome Message, depending on the configuration. Callers will be connected to Agents with as little delay as possible.
Agent Settings
Call Routing Method: This setting determines how calls are routed to Agents.
-
Random:
Randomly distributes calls, disregarding any order. -
Evenly Distribute, Prioritize Agents w/ Longest Last Call
Evenly distributes to Agents, prioritizing those waiting for the longest. -
Agent Waiting Longest Since Last Call Finished
Distributes calls based on the Since last column timer on the Agent Monitor. -
Agent With Oldest Ready Status & Oldest Inbound Call Received
Distributes calls based on the Agent with the longest Ready Status time and longest time waiting for an Inbound call. -
Agent With Oldest Ready Status & Prioritize Agents w/ Longest Last Call
Distributes calls based on the Agent with the longest Ready Status time and longest time since any type of call. -
Agent User Level
Distributes calls based on the Agents'Level under User Settings. -
Agent Queue Skills
Distributes calls based on the Agents'Skill and Weight under the Queue'sAgent Skills tab. -
Agent Campaign Skills
Distributes calls based on the Agent's Skill and Weight under the Campaign's Agent Skills tab. -
Fewest Queue Calls
Distributes calls based on Agents with the fewest calls from the Queue. -
Fewest Campaign Calls
Distributes calls based on Agents with the fewest calls from the Campaign. -
Agent With Oldest Inbound Call Received
Distributes calls based on Agents that received the oldest Inbound call. -
Agent With Oldest Inbound Call Finished
Distributes calls based on the Agent that finished an Inbound call first - manual calls are not counted.
Inbound Call Alerts
-
(A) Call Confirmation:
When enabled, Agents will see a confirmation window with options to accept or reject the call before it connects. If the Agent does not respond within the time specified in this drop-down, the call will transfer to the next Available Agent. The timespan is 10 seconds to 10 minutes.
-
(B) Call Notification:
This drop-down determines if the Agent receives a notification alert with basic information about the callers in the Queue. This is often used to alert Agents who are Not Ready or on Call.
-
No Notification: Agents do not receive any visual or audio notification of incoming calls.
-
Notification: Agents will receive an alert on their screen with basic information about the caller when they connect.
-
Notification and Audio: When a call connects, Agents will receive an alert on their screen and audio in their headset.
-
-
(C) Call Notification Volume:
This volume setting only appears when an Admin selects Notification and Audio above. A volume setting of 1-10 for the audio Agents will hear.
Welcome Settings
-
(A) Welcome Message Options:
This drop-down determines the configuration for a Welcome Message to play for callers in the Queue.- Always: Message plays for all callers in the Queue.
- Never: Message never plays for callers in the Queue.
- Only Play Message If No Available Agent: Message plays for callers when there is no Agent available to take their call.
- Always Play Message unless No Delay Is Enabled: Message plays for callers when the No Delay setting is not enabled. When No Delay is set to Yes, it does not play.
-
(B) Welcome Message Recording:
This drop-down allows Admins to choose the audio that will play for the Welcome Message.
Hold Settings
-
(A) Music On Hold:
This drop-down determines the audio file callers will hear on Hold. -
(B) Announcement Interval Sec:
This field's value determines the length of the interval for the On Hold Prompt message if one is selected. -
(C) On Hold Prompt Message:
This drop-down determines the audio file to play as a message to callers on Hold. The entire file will play before the call is routed to an Agent. -
(D) Play Place in Line:
When enabled, the system will inform Leads on Hold of their place in the Queue. -
(E) Play Estimated Hold Time:
When enabled, the system will play an estimated hold time for Leads in the Queue. -
(F) 24H Recall Queue
When enabled, this setting redirects Leads that Agents contacted in the last 24 hours to a specific Queue. -
(G) Max Hold Time Drop Action
This drop-down determines a Destination for calls that reach the Max Hold Time.
Statistic Parameters
-
(A) Stats 1 Calls Answered within X seconds:
The value in this field determines the number of seconds a call needs to be answered within to be included in this statistic. -
(B) Stats 2 Calls Answered Within X seconds:
The value in this field determines the number of seconds a call needs to be answered within to be included in this statistic.
Max Wait Time Settings
-
(A) Total Max Wait Time:
This field designates the total number of seconds a Lead will wait in the Queue before the call is dropped or transferred. -
(B) Max Wait Time Destination:
This drop-down determines where a call will go when they have reached the Max Wait Time in the Queue.
Skill Routing
Skill Routing:
This drop-down designates the Skill Routing configuration to use for routing calls in the Queue.
6.) Click the Apply Changes button.
Please sign in and vote to let us know if you found this article helpful!
👇