Call Queue Definitions

Call Queue Types

• Round-Robin (longest idle)
  • Agents are rung in order of what line has been idle (not actively on a call) the longest
• Tiered Round-Robin
  • As above except Agents can be separated by tiers
  • ex. 6 Agents total with two tiers of three. The first three Agents will be rung and move on to the second tier if the first three agents are busy
• Ring All
  • Ring all agents simultaneously when a call comes in
• Linear Hunt
  • Ring Agents in a predetermined order
• Linear Cascade
  • Ring groups or tiers of agents in a predetermined order
• Call Parks
  • Calls can be placed on hold in queue (parking) to be retrieved by other users either through short codes or the Attendant Console

Types of Users

• Agents
  • Any user logged into a call queue
  • Must have an active/online device before able to be added
• Call Center Agent
  • Call Center Agent is a scope that can be assigned to a user
  • Allows for extra functionality including custom statuses, access to the Call Center portal page and Call Center Analytics
• Call Center Supervisor
  • Call Center Supervisor is a scope that can be assigned to a user
  • Allows for the same functionality as above along with Reporting and the ability to view/record/listen into phone calls participating in the queue
  • Also has admin access to the assigned Call Center Agents user profiles that are currently assigned to the Queue