Calling Queues - Wiki

Calling Queues

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Call Queues


Is a concept used in inbound call centers. Call centers use an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACDs hold queued calls in First In, First Out order until agents become available. From the caller’s perspective, without virtual queuing they have only two choices: wait until an agent resource becomes available, or abandon (hang up) and try again later. From the call center’s perspective, a long queue results in many abandoned calls, repeat attempts, and customer dissatisfaction.

Queues consist of:

How to

In your services goes to your Customer Portal >> DID Numbers >> Calling Queues

Screenshot (11h 41m 41s).jpg

And we go to "Create New Call Queue" Screenshot 2.jpg

Now we gone a start a new configuration:


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