Queue Simple

Owned by PeterF (Deactivated)
Last updated: Dec 12, 2018 by Robert Sutton (Deactivated)
3 min read

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

FieldExplaination
NameA 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.

Fewest Calls

The Agent which has taken the fewest calls since log in is given the call. Becareful choosing this option if you Agents login at significantly different times of the day. An Agent that logs in after all other agents have taken 30 calls will recieve the next 30 calls.

If the Agent who has taken the fewest calls is currently on a call then the next agent with the fewest calls will be given the call.

Least Recent (Recommended)

This is most affective method for large teams. It deliveres the call to the agent who has had the longest break since taken a call. Agents percieve this method as being the fairest distribution of labour.

Random

Randomly selects an available agent to take the call.

Ring All (Recommended for small teams)

Every Available Agent is rang simultaneously.

Round Robin

For each call try each Agent in turn until one of the Agents answers. For each new call the Agents will be tried in the same order.

Round Robin tends to end up with a few agents taking most of the calls.

Round Robin with Memory

The same as Round Robin except that on subsequent calls the system remembers the last agent it tried and starts the sequence from the next agent. This provides a better distribution of call than Round Robin.

Wrap TimeThe time in seconds the agent gets as a short break after a call ends.
Play ListAllows you to select the music Play list that callers will hear whilst on waiting for their call to be answered.

Ring in Use

When enabled queue calls will be delivered to an agent even if they are already on a non queue call.