Queues

overview a queue is a designated group of agents responsible for handling specific calls routed via an ivr queue management allows supervisors and administrators to configure how incoming calls are distributed, prioritized, and handled when agents are unavailable key capabilities 1\ intelligent call routing define exactly how calls are distributed among available agents using flexible "resource scheduler" logic lru (least recently used) routes the call to the agent who has been idle the longest to ensure fair workload distribution skill based routes calls to agents based on specific skill sets and proficiency levels (requires "skill based routing" license) multimedia/multiple extension supports routing for agents handling chat interactions or simultaneous voice and chat sessions 2\ advanced prioritization manage high traffic scenarios by defining priority rules for both the queue and the customer queue priority determines which queue gets served first if an agent is assigned to multiple queues a call from a "high priority" queue will be answered before a "low priority" queue customer priority (request queue type) fifo (first in, first out) the standard "first come, first served" approach nodeflow priority allows specific customers (e g , vips) to jump ahead of others in the waiting line based on defined priority levels 3\ queue operations transferable status control whether agents can manually transfer calls to this specific queue user assignment easily add or remove agents from a queue using the "assign/unassign" interface real time updates modifications to queue settings (name, priority, scheduler) apply immediately to the system use cases prioritized service lines ensure critical calls (e g , sales or emergency) are answered before routine inquiries by assigning a higher priority level to specific queues vip fast tracking enable high value customers to jump ahead of standard callers in the waiting line using "request queue priority" (nodeflow) logic balanced workload distribution prevent agent burnout and ensure fair call distribution by routing incoming calls to the agent who has been idle the longest skill based routing automatically direct callers to the most qualified agent based on specific competencies (e g , language or technical expertise) defined in the system after hours lead capture ensure no opportunity is lost by routing calls to voicemail when agents are unavailable and instantly notifying supervisors via email /link