There are three queue behaviour options available:
Circular Hunting
In circular hunting, calls are distributed in rotation/round-robin. If a call is delivered to line 1, the next call goes to 2, the next to 3. The succession throughout each of the lines continues even if one of the previous lines becomes free.
When the end of the hunt group is reached, the hunting starts over at the first line. Lines are skipped only if they are still busy on a previous call.
Sequential Hunting
In sequential hunting, calls are passed to agents following a specific pre-set order.
Each agent is called in order, one after the other, starting from the first agent in the list each time.
Longest Idle Hunting
In longest-idle hunting, calls are always delivered to whichever line has been idle the longest.
This considers the length of time that the call taker has been busy versus available. This is typically used in call centres where the calls are being answered by people, to distribute the load evenly.
A queue schedule enables required phrases to be recorded and played with configurable timings throughout the queue experience, with additional features such as ‘speak position’ available.
Queue times can be managed with configurable overflow and breakout options (for example, leave message, speak to operator) all with comprehensive and integrated reporting to measure customer experience from the beginning to the end of their call.
Call Recording can be applied as an ‘On-Demand’ or ‘Record All’ service that can extend to compliance-based recording where required.
Did you know that different queue profiles can be applied to the same team? Queuing is configured within the IVR application. If you would like to receive training on IVR administration, contact your account manager or service provider.
Product Video:
This video show you how to create a contact centre team, make changes to your team, add and move agents into the team and set the call queue types.
Related posts:
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Teams| how-do-i-add-agents-to-my-teams
Teams| how-do-i-remove-agents-from-my-team
Teams| how-do-i-edit-change-my-teams
Teams|will-calls-be-still-passed-through-to-agents-in-the-event-that-all-the-agents-are-in-wrap-up
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