Queue Simple 6.5
- Robert Sutton (Deactivated)
- Brett Sutton (Deactivated)
Queues provide a method of queuing inbound calls and then distributing those calls to a group of Agents.
Queues together with Routes are Noojees primary method of implementing ACD (Automated Call Distribution).
Most business have inbound calls which are not directed to an individual and which can or should be handled by a designated group of staff. Queues are designed to handle these types of calls.
Calls are delivered to a Queue via a Route. Once a call is delivered to a Queue it is queued generally on a first come first served basis (although prioritisation of calls is supported). The Queue will then attempt to deliver the call to one or more Agents (Accounts associated with the Inbound Agent group) that have been designated as Members of the Queue.
Ring Strategy
The method used to deliver the call is controlled by the Ring Strategy. The Ring Strategy essentially controls the order Members (Agents) phones are called, when there is one or more calls in a Queue. See the individual Ring Strategies below for more details.
Wrap Time
After an Agent is given a call they can be given a short break to recover their mental process or do some paper work. The Wrap Time is the time in seconds the Agent is given to take a short break after the call is complete.
You can also use 'Extended Wrap' (on the Advanced Tab) which allows the Agent to control how long their break time is. This may be necessary if the agent has tasks of various lengths that need to be undertaken after a call is complete.
Play List
Allows you to select the Music the caller hears whilst waiting for their call to be answered.
Fields
| Field | Explanation |
| Name | A unique name that helps you remember what the queue is used for. |
| Ring Strategy | Control in what order Agent's phones are rung, when one or more calls are queued. Least Recent (Recommended)This is the most effective method for large teams. It delivers the call to the agent who has had the longest break since taken a call. Agents perceive this method as being the fairest distribution of labour. Ring All (Recommended for small teams)Every Available Agent is rung simultaneously. Each agent will be assigned a waiting call. If there are fewer calls than there are agents then the excess agents will be assigned the call at the head of the queue, resulting in the call at the head of the queue ringing on multiple agent's phones Round RobinFor each call try each Agent in turn until one of the Agents answers. The system remembers the last agent it tried and starts the sequence from the next agent. |
| Wrap Time | The time in seconds the agent gets as a short break after a call ends. |
| Play List | Allows you to select the music Play list that callers will hear whilst waiting for their call to be answered. |
| Use With Contact Hub | When enabled, calls delivered to users that are logged into Contact Hub will search this Allocation only for a lead with the caller's caller id. The setting is ignored if 'Search All Campaigns' is selected. |
| Search All Campaigns | If enabled, when delivering a call to a user logged into Contact Hub we will search all Campaigns for a lead with the caller's caller id. |