Call Queue Overview

Call queue is a method of handling large calls and provides callers with engaging holding experiences. This topic describes what is call queue, queue compositions, queue preference, and call center service.

What is call queue

A queue is like a virtual waiting room, in which callers wait in line to talk with the available agent. When the customer calls in PBX and reaches the queue, he/she can hear the hold music and announcement while the queue distributing the call to the available agents.

Queue components

A queue call consists of the following parts:

  • Callers: Customers who place calls to the queue.
  • Agents: Members who answer the queue calls (extensions or users who log in as agents).
    • Static agent: The agent is always a member of the queue and cannot log out.
    • Dynamic agent: The agent can log in to or log out of a queue at any time.
  • Announcement: Announcements played to callers and agents, including agent ID announcement, position announcement, and periodic announcement.
  • Music on Hold: Music or advertisements played to callers while waiting in the queue.
  • Ring Strategy: A strategy for how to distribute calls to agents.
  • Failover destination: A destination to which calls will be routed in the following scenarios.
    • The number of callers that wait in a queue reaches the Maximum Callers In Queue.
    • The time that callers wait reaches the Maximum Waiting Time.
    • No agents in queue and the caller is pulled out of a queue.

Call Center service

Call Center service is an additional service that drives faster call resolution and real-time call center monitoring, reporting, and management. It provides a powerful call center console, including a customizable Wallboard for proactive tracking of 16 key performance metrics, and a switchboard-type Queue Panel for real-time monitoring & control of queue activities, insightful call center reports, SLA and more.

For more information on call center service, see Call Center Console User Guide.

  • For call center service, contact Yeastar support.

Queue preference

Queue preference settings are available, including queue capacity, service level agreement, announcement, and satisfaction survey.

  • Queue capacity
    • Define the maximum number of calls to wait in the queue.
    • Whether to pull the caller out of queue when no agents available in the queue.
    • Whether to allow the caller to join when no agents in the queue.
  • Queue callback

    To save callers' time while keeping their positions in the queue, you can enable callback feature for the queue, and decide whether callers can press a digit or wait till timeout to request a callback.

  • Queue priority

    To reduce time on holding callers, you can set a queue initial weight and an acceleration weight to determine which queue has higher priority and automatically moves the calls in a higher-priority queue up in line. When agents are logged in to multiple queues, calls from the queue with a greater weight will be prioritized and assigned to agents first.

  • Service Level Agreement (SLA)

    With call center service activated, you can use SLA to define a certain level of service in a call center scenario, such as answering 80% of calls within 20 seconds.

  • Announcement
    • Caller announcement, including the agent ID announcement and position announcement.
    • Periodic announcement
  • Satisfaction survey

    In a call center scenario, you can make a satisfaction survey to collect customer feedback and evaluate agent performance.