With these latest enhancements to call queues, you can:
- configure the number of agents to whom the incoming call should ring.
- define how long a call can ring in the call queue settings.
Optimize call allocation by configuring how and when the incoming calls should ring to agents. With this update, you can help free up agents who would otherwise receive the same call.
What are the enhancements?
Incoming call allocation improvements:
You can configure incoming call settings such that they ring to all agents simultaneously or they ring to the most-idle agent first. You can also configure the number of agents to which the incoming call should ring. This way, the call will ring to agents in batches instead of ringing to all agents simultaneously. This will help free up agents who would otherwise receive the same call.
Call queue settings improvements:
You can now define how long a call can ring in the call queue settings and the maximum number of agents a call should ring to. This will help you improve the call allocation and the chances of an incoming call getting attended.
Important links:
Check out the solution article to understand more!