In-Queue Call Treatment
Call Queuing / Queue Management
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.
Estimated Wait Time (EWT) & Queue Position Announcement
This feature informs callers who are waiting in a queue about their estimated wait time (EWT) and/or their position in the queue. Providing this information manages customer expectations and can reduce the frustration associated with holding.
VQ Pass (Virtual Queuing)
Virtual Queue Management (VQM) allows customers waiting in a call queue to opt out of waiting on the line while retaining their position in the queue. Instead of holding, the customer is placed in a "virtual queue" and can request a callback during the estimated waiting time.
Voice Mail (Licensed Feature)
Voicemail is a licensable feature that allows customers to leave voice messages when agents are unavailable or when calls cannot be connected. This system electronically stores these messages, allowing Administrators and Supervisors to retrieve, listen to, and manage them later.