A call queue is a place where customers wait to be connected to a free agent. While waiting, the customer hears music and can be informed, for example, which place they occupy in the queue and how long they will have to wait to be connected to a free consultant. Each queue has agents assigned to it.
By default, you have a Infoline queue created in the system. Let's create a new queue - from the Administration tab, select Inbound → Queues, and then click .
Enter the name of the queue.
After creating a queue not you will be able to change its name. When you expand Show advanced parameters, additional options appear so that you can configure the operation of the queue and customize it to your needs.
- Icon - selection of an icon with a maximum resolution of 120x30, which will be displayed when a call is made from a given inbound queue.
Tickets for abandoned calls/queue exit
Callback for abandoned calls/queue exit
Click2Contact and General#
- Name displayed in Click 2 Contact - the name of the displayed topic when ordering Callbacks within the widget,
- Agent selection algorithm - specify how calls will be routed between different agents in case they all have the same priority. You can choose from: