Call queue routing offers the option of playing hold music and custom waiting messages while callers wait for an agent to answer the call.
Call queues work when you need to route to multiple agents, have those agents on different schedule, or want to automatically assign an agent to the call.
Call Queues are found within the numbers menu. There you can add agents to be part of a queue, set up schedules of routing, and more.
Once you have created AND SAVED your queue you can go back to click on the Agents Routing Rules.
Agent routing allows you to choose how we should call each agent, or how calls should be distributed to agents.
Call Scripts can be used to provide agents with a script that will display in the browser phone for inbound or outbound calls. The scripts can use markdown to format the scripts so that they are easier to read.
Customer surveys are a great way to monitor how well your team is handling phone calls.
You can create schedules for each of your agents, a specific call queue, a voice menu. This will walk you through creating a schedule.
At the end of a call if you want to be able to list if a call was converted as a sale or not you will have to use a call queue.