Overview

The Queue Management module allows administrators to effectively manage and configure queue settings, assign agents, and set timings to optimize call handling and customer service efficiency.

How to access

• Sidebar (Settings Icon) => Queues

How to Use

• Add new Queue 

1. Click on “Add New Queue”: This will open a form where you can define a new queue.
   Fill in the following fields:

• Queue Number: Enter a unique number for the waitlist (e.g., 3026).

• Queue Name: Provide a descriptive name for the waitlist (e.g., “Sales Team”).

• Caller ID Prefix (Optional): Enter a prefix if you want to add it to the caller’s ID when routing calls.

• Sound on Hold: Select the music or announcement that will play while the caller waits.

• Join Announcement: Choose the announcement that plays when the caller joins the waitlist.

• Ring Strategy: Specify how the system should ring the agents (e.g., ring all, rotate, etc.). options are as below:

  1. Least Recent

  • How it works: Rings the agent who hasn’t received a call for the longest time.
    
    

  •  Best for: Balancing calls evenly over time, preventing agent burnout.
    
    

  •  Watch out for: Idle agents may get more calls back-to-back if others recently took one.
    
    

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  2. Fewest Calls

  •  How it works: Sends the call to the agent who has handled the least number of calls in the current session or day.
    
    

  •  Best for: Equal call distribution across agents.
    
    

  •  May be affected by: Agents joining/leaving the queue mid-shift.
    
    

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  3. Random

  •  How it works: Chooses any available agent at random.
    
    

  •  Best for: Spreading out calls without strict patterns.
    
    

  • Downside: Can be unfair or unpredictable in high-volume queues.
    
    

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  4. Round Robin with Memory

  •  How it works: Cycles through agents in order, remembering where it left off last time (across calls).
    
    

  •  Best for: Fair call rotation across agents over time.
    
    

  •  Note: Keeps the order even after agents log in/out.
    

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  5. Round Robin Ordered

  •  How it works: Always starts at the top of the agent list for each new call, then goes down the list.
    
    

  • Best for: Structured teams where priority is based on agent position.
    
    

  •  Can be unfair to agents lower on the list—they may get fewer calls.
    
    

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  6. Linear

  •  How it works: Always sends the call to agents in the exact order of the list, every time.
    
    

  •  Best for: Prioritizing certain agents (e.g. senior agents or team leads).
    
    

  •  Issue: Lower-ranked agents may rarely get calls.
    
    

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  7. Weighted Random

  • How it works: Distributes calls based on predefined weights (e.g., Agent A gets 60%, Agent B gets 40%).
    
    

  •  Best for: Custom distributions based on skill, experience, or availability.
    
    

  • Needs setup: You must assign weights manually.

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  8 -Ring All

   How it works:  Rings all available agents simultaneously. The first agent to answer takes the call, and the rest stop ringing.

   Best for:  Minimizing caller wait time by ensuring the fastest-available agent picks up. Great for high-priority or sales queues.

   Watch out for:  Can cause alert fatigue if too many calls come in at once, especially with large teams. Not ideal if only certain agents should take certain calls.

• Announcement When No Agents Available: Decide whether to play an announcement when there are no agents available.

• Failover Destination: Select the destination to forward the call to if no agents are available.

• Speed of Answer: Set the speed of answer to be applied to this queue.
  After completing the form, click "Submit" to save the new waitlist.

2. Add Agents to the Queue

• From the dropdown, choose the agent(s) you want to add.

• Click Submit to confirm.

• The table will update to show the newly added agents.

• You can delete or modify the dynamic status of agents using the icons in the Actions

3. Select the timing and agents option

• Choose agent timeout

• The maximum duration that a call will ring for an agent before it’s redirected to another agent or handled differently according to your queue settings

• Set max wait time

•  The maximum time a caller can stay in the queue before the system does something else
  

• Agent announcement :

  An audio message played to the agent right before the call connects.

  • Tells the agent which queue the call is coming from (e.g., "Sales", "Support", "VIP").

  • Can give context or instructions (e.g., “This is a customer calling about billing”)

  ⚠️ Note:
  This message is not heard by the caller, only the agent. Keep it short-long announcements may delay agent pickup.

  
  

• Wrap Up time:
  

  A short period after a call ends where the agent is not offered a new call. It gives them time to:

  • Take notes

  • Log the outcome

  • Send follow-up emails

  • Update CRM or ticketing systems

  Best for: Maintaining accurate records and preventing agent overload by giving them time to complete post-call tasks.

  ⚠️ Note: If set too short, agents may feel rushed. If too long, it can reduce overall call handling capacity.

• Click Submit when done.

• Edit Queue 

• Click the Edit icon next to a queue.

• Update any settings across the three tabs.

• Click Submit to save changes.

• Delete Queue

• Click the Delete icon next to the queue.

• Confirm the prompt to permanently delete the queue.

Note

• Deleting a queue will remove all configurations, including agents and routing settings.