Call Queuing / Queue Management

overview a call queue is a virtual waiting line where inbound callers are placed when all agents are busy queue management is the set of tools used to create and configure these queues to manage call volume and ensure calls are answered in an orderly fashion how it works when a call arrives, it is placed into a designated queue the system then distributes the call to the next available agent based on the queue's rules, primarily the request queue type and resource scheduler type prerequisites an inbound voice campaign must exist users (agents) must be created and available for assignment configuration steps create a queue location supervisor > manage > \[campaign name] > queue management action click create a queue configure queue settings location supervisor > manage > \[campaign name] > queue management > create a queue action in the creation pop up, define the name , request queue type (fifo or priority), and resource scheduler type (lru, skill based, etc ) assign users to queue location supervisor > manage > \[campaign name] > queue management > edit queue action in the user(s) section, move available users from the left panel to the right panel to assign them the request queue type and resource scheduler type are two essential settings used in campaign configuration to manage the flow of communications the request queue type governs the order in which waiting customers in a queue are served, while the resource scheduler type defines the logic used to select the best available agent to handle the incoming communication request queue type this setting determines which waiting customer request is prioritized and served next by the system 1\ queue fifo (first in, first out) definition this is the standard, most common queue method it operates on the principle that the customer who entered the queue first will be the first one to be connected to the next available agent priority logic customers are served strictly based on their arrival time in the queue, ensuring fairness based on the wait duration 2\ queue priority definition this method allows a customer request to be assigned a priority level, often defined using nodeflow scripting priority logic communications are routed based on their assigned priority number a customer waiting in a queue or assigned a high priority (e g , priority 1) will be connected before a customer who has been waiting longer but has a lower priority (e g , priority 2) this overrides the standard arrival time logic resource scheduler type (agent selection logic) this setting, often a licensable feature, defines the method the automatic call distribution (acd) system uses to select the most appropriate agent when multiple agents are available 1\ lru (least recently used) definition connects the communication (call, chat, etc ) to the agent who has been busy the least recently selection logic this ensures a fair and balanced distribution of workload across the agent pool by targeting the agent who has been idle the longest since their last interaction 2\ multiple extension (licensable) definition a configuration selectable when agents are licensed to handle multiple communications simultaneously selection logic allows a single agent to handle multiple concurrent communications (e g , two chats, or one call and one chat) within the same queue or campaign 3\ multimedia based definition used specifically in environments where agents handle a blended mix of communication channels (e g , inbound calls and chats) simultaneously selection logic the routing logic is optimized to manage an agent's multi channel capacity and availability 4\ skill based (licensable) definition routes the communication based on the agent's defined skill level (e g , language proficiency, product knowledge) selection logic connects the call or chat to the agent who possesses the highest skill level required for that particular communication, regardless of who has been idle the longest features such as multiple extension and skill based routing are typically licensable features and must be configured by an administrator use cases 1\ reduce call abandonment allow customers to know their position in the queue or estimated wait time gives them the option to stay on hold , request a callback , or switch to self service 2 intelligent call routing manage how calls are queued based on priority (e g , vip customers, high value transactions) route calls dynamically to the least busy or most skilled agent/queue 3 callback / virtual hold offer a “press 1 to receive a callback” instead of waiting frees customers from being stuck in hold music while preserving their place in line 4 load balancing across queues distribute traffic across multiple queues (e g , if sales queue is overloaded, reroute to overflow teams) prevents bottlenecks and ensures slas are met 5 real time queue announcements inform customers of wait times, outages, or promotions while they are in queue sets the right expectations and reduces frustration 6 multi skill / multi language handling queue customers to the right skill group (language, product, support tier) ensures agents get calls they are best equipped to handle 7 priority service allow premium customers or escalations to “jump the queue ” supports differentiated service tiers without disrupting overall flow 8 queue overflow & business hour rules if queues exceed threshold or outside business hours → divert to voicemail, self service, or external support maintains continuity without overwhelming the system 9 self monitoring & transparency for internal users supervisors/agents can see queue lengths and trends in ivr dashboards supports proactive staffing adjustments 10 compliance & emergency handling queue management ensures emergency lines, regulatory queues, or compliance related calls are not blocked/delayed benefits improved call management prevents dropped calls during high traffic periods by systematically organizing incoming calls enhanced customer experience provides a structured waiting experience, reducing caller frustration compared to receiving a busy signal increased agent efficiency delivers a steady stream of calls to agents, minimizing their idle time