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Queues are used when incoming calls need to be places into a holding pattern until an agent picks up the calls in sequence.  Agents that are members of the queue automatically receive calls as soon as they are available.  Calls remaining on the queue will get periodic messages pertaining to their current place in the queue, estimated hold time, as well as options to exit the queue such as leaving a VM or similar.

Agents setup

Agents can be setup as either static or dynamic.  Static agents are extensions permanently assigned to the queue and are automatically logged in.  Dynamic agents can sign in/out of a queue as needed from any extension or device.

Dynamic Agent login/out

Dynamic agents can log into a queue using either method below:

  1. Dial XYZ* from the keypad to logon where XYZ is queue number.  For instance 801*.  Dial XYZ** from the keypad to logout.  For instance 801**.  The system will respond with a voice prompt confirming logon/logoff action.
  2. Dial *45XYZ where XYZ is queue number.  For instance *45801.  If agent is not logged in the system will respond with voice prompt that agent has been logged in.  If agent is already logged in system will respond that agent has been logged out.

Advanced options:

There are quite a number of advanced options that set everything from what ring strategy to use and setting up queue size & wait times, to announcing queue position and configuring breakout menus for calls on hold.  The most important options are highlighted here:

autofill – if checked system will send calls to all available agents depending on the ring strategy selected.  This should be checked.

Skip busy agents – Should be set to Yes to skip agents currently on the phone.

Join Announcement – Set the recording to play when a call joins the Queue

Max Wait time – max wait to keep call on Queue before sending the call to fail over destination.

Max Wait Time Mode – Should always be set to Strict

Agent Timeout – This is the time interval after which an agent is defined as unreachable.  Should be left at the default value of 15 seconds.

Retry – Time interval to re-try an agent that is currently unavailable.  Should be set at 10 seconds.

Wrap up time – Time to allocate each agent after call is completed to wrap up the call before becoming available to accept the next queued call.

Max Callers – max number of spots available in the queue.

Join Empty – Join a queue that has no agents registered to take calls. Should be set to no.  Agents should be available and logged into the queue before processing queued calls.

Announce position/hold time – Turn on/off based on frequency defined.

IVR Break out menu – optionally allow caller to drop off queue using a defined IVR menu.


Queues stats

Queue stats are displayed on the portal dashboard by selecting from the left menu.  Stats are collected from time queue was last started, which in most cases is since queue was created.

Abandoned calls – total of all calls hanged up while waiting before getting answered

Active calls – total of current active calls

Hold time in minutes – average hold times for all calls answered & abandoned measured in minutes

Peek calls – max number of simultaneous calls waiting in the queue so far

Calls completed – total calls answered

Per 60 seconds – percentage of calls answered within 60 seconds of entering queue

Below the stats we show a list of agents currently signed into each queue along with total calls answered since signing in and the last call taken by this agent