Call Queues

Route inbound calls to groups of agents based on schedules, weightings, skills, or caps

Call queues provide an effective way to route calls using simple or sophisticated patterns to ensure that all calls are getting into the correct hands quickly.

Call queues offer routing options such as:

  • Simultaneous routing dials each agent in the queue at the same time or in groups based on the weighting provided. The first agent to answer gets the call.
  • Round robin rotates between each agent evenly so they all get the same number of calls.
  • Sequential dialing calls each agent in a defined order until someone picks up.
  • Sticky routing tries to route the caller back to the same agent who was first connected to the caller. This option can lead to excellent customer service and establish great customers relationships.
  • Weighted routing lets you set a weight for each agent to adjust for different skill sets and capacity for each of your agents.
  • Smart Routing can distribute calls based on attributes of your callers such as their location, history, demographics, or other custom fields, such as account ID, that you create in the software.

Real-time call tracking

Agents

Each agent can have their own availability schedule and they can alternate between answering calls on their landline, mobile phone, and softphone, depending on where they are. Reporting shows activity by agent so that you can stay on top of call volume, quality, and performance.

Custom Hold and Waiting Audio

Call queues feature custom hold audio, allowing you to customize the announcements, music, and ring tone you want your callers to hear as they wait for their call to be answered.

Schedules and No Answers

Call queues can be assigned to custom schedules and allow you to decide how you want to handle the call if no one answers in the queue. For example, the call could roll over into another queue, ring to an after hours call center, or be routed to voicemail box. This ensures that no call goes unaddressed.

Custom Post Call Surveys

Post call surveys are a great way to score and categorize your calls so that you can keep track of which advertising channels and agents are performing best.

After the call is completed and the caller has hung up, the agent will be automatically prompted to score or categorize the call. For example, they can press 1 to indicate a new lead, press 2 for an appointment scheduled, or 3 for a sale, and then enter the sale value. This information will be accessible in the call log as well as in the reporting, which is a great tool for measuring which agents and tracking sources are making the most sales.