Features › Contact center › Call queues
Feature · Contact center
Call queues
Callers wait in line in order of arrival until the next agent is free, instead of hearing a busy tone.
See it in a real call
▶ Walkthrough10 quiz questions
Answer every call without a receptionist
One main number gets calls for Sales, Support and individual staff. Nobody has time to answer and transfer each call, and after hours the phone just rings out.
Call queues is used in: Support queue
Test cases: pick one and press ▶ Play
- Office hours · 1 Sales · Answered→ Call connected
- Office hours · 1 Sales · No answer→ Voicemail to email
- Office hours · 2 Support · Answered→ Call connected
- Office hours · 2 Support · No answer→ Voicemail to email
- Office hours · Ext. or name · Answered→ Call connected
- Office hours · Ext. or name · No answer→ Voicemail to email
- After hours→ Voicemail to email
More in Contact center
- Automatic call distributionHand queued calls to agents fairly, for example to whoever has waited longest since their last call.
- Agent login and statusAgents sign in and out of queues and set break or wrap-up states.
- Auto diallerDial lists of numbers automatically and connect answered calls to free agents.
- Listen, whisper and bargeSupervisors listen to live calls, coach the agent privately, or join the conversation.
- CRM pop-upThe caller's customer record opens on the agent's screen as the phone rings.
- Priority queueLet important callers move ahead in the queue.
- Queue callbackCallers keep their place in line without holding, and the system calls them back.
- Queue panelSupervisors see waiting callers, agent states and service levels live.
- Service level reportsTrack how many calls are answered within your target time.
- Skill-based routingSend each call to the agent best suited for it, by language, product or experience.
- WallboardA big-screen display of queue statistics for the team.