Call queues that share work fairly and never leave a customer unanswered
A queue is a group of agents who take one kind of call, such as “Sales” or “Customer service”. You decide how calls are shared among them, what the caller hears while waiting, and where the call goes if the wait runs too long.
Three distribution strategies
Longest idle since the last call (usually the fairest), round robin, or ring all where the first to pick up takes it.
A respectful wait
Hold music, a message on joining the queue, and a periodic announcement of the caller’s position.
Callback instead of waiting
The caller presses a key and hangs up; the system calls back at their turn without losing their place.
Same agent for the same customer
The call is offered first to the agent who last spoke with this customer, if free.
Wrap-up time after each call
A short pause for the agent to write notes and categorise the call before the next one arrives.
Service level and a fallback
Set the target answer time per queue, and where the call goes on timeout: voicemail or another queue.
After-call rating
A prompt asks the customer to rate the call 1–5 once it ends, and the result appears in reports.
How to get started
Create the queue
Name it, choose the distribution strategy and the target answer time.
Add agents
Pick who takes this queue’s calls; an agent can belong to several queues.
Send numbers to it
Attach it to a number directly or to a key in the IVR.
Frequently asked questions
Which strategy suits a small team?
Ring all works well for two to four agents because whoever is free answers. For larger teams, longest idle spreads the load more fairly.
Can an agent be in more than one queue?
Yes, and a supervisor can pause them in a single queue from the live monitor without affecting the others.
What if nobody answers?
After the timeout you set, the call moves to the fallback destination, and the caller can automatically receive an apology text from your company SIM.
Related features
IVR menus
“Press 1 for sales, 2 for support” menus that greet and route callers without a receptionist.
Learn moreLive monitoring
Who is talking, who is waiting and the longest wait — with listen, whisper and join.
Learn moreReports & analytics
Service level, abandoned calls and every agent and queue — with Excel export.
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