The call reaches an agent who can answer it
The queue distributes calls by the strategy you chose, knows who is free and who is already on a call, and shows you in real time who is waiting and for how long.
How the queue works
Distribution strategy
Ring everyone, ring in order, or ring whoever has gone longest without a call โ chosen per queue.
Knows who is free
An agent who is not registered, already on a call, or marked unavailable gets skipped instead of rung into the void.
Your own music
Hold music per queue, including your own message or promotion.
Live monitoring
Who is waiting, how long, and which agents are on calls โ one screen that updates itself.
When the wait runs long
After a time you set โ voicemail, the digital secretary, or another queue.
Reports
How many calls, how many answered, how long the wait and who answered how many โ per queue.
The thing most queues get wrong
A queue that rings an agent who is not there spends the callerโs wait on a ring nobody will hear. Ours checks who is actually registered, who is already talking and who marked themselves unavailable โ and skips them.
Second: position announcements. "You are fourth in line" sounds transparent, but mostly it tells the caller how long the wait will be โ and most of them hang up. Ours is off by default; turn it on if you want it.
What does help is what happens after the wait. Instead of letting the caller give up, you can hand them after a minute to the digital secretary, which takes their details โ so the call is not lost even when nobody was free.
- Skips agents who are not genuinely available
- Music and announcements per queue
- Hands long waits to the digital secretary
- Queue-position announcements off by default
FAQ
Which distribution strategies are there?+
Ring all at once, ring in a fixed order, round-robin, or ring whoever has gone longest without a call. Chosen per queue.
Does the caller hear their position?+
Only if you choose that. By default they hear music โ the announcement mostly makes people hang up.
What happens when nobody answers?+
You decide: voicemail, the digital secretary, another queue or an external mobile. The call does not have to be lost.
Can we see what is happening right now?+
Yes โ a live screen with who is waiting, for how long, and which agents are on calls.
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