Change the settings on a call queue
Customize your settings for each call queue to optimize its performance and achieve your needs.
Attention: You may see different settings from those listed here while we upgrade our queue system. Learn more.
Additional details on agent settings
Available ring strategies:
| Options | Details |
|---|---|
| All Agents Formally known as Ring All Agents |
All agents available at the time the call enters the queue will be rung. The call will be routed to the first agent who answers their phone.
Note: This ring strategy rings a maximum of 50 active agents.
|
| Fewest Answered Formally known as Ring Fewest Call Agent |
Prioritizes the available agent who has answered the fewest amount of calls within the past 24 hours (rolling window). |
| Fewest Sent to Agent Formally known as Ring Agents Fairly |
Prioritizes the available agent who has received the fewest number of calls within the past 24 hours. |
| Longest Call Wait | Prioritizes the agent who has waited the longest duration since their last inbound or outbound call. |
| Longest Inbound Wait | Prioritizes the agent who has waited the longest duration since their last inbound call (including callback). |
| Random Agent Formally known as Ring Random Agent |
The call will be routed randomly to an available agent. |
Ring active agents: These are the available options for what to do when agents actively on a call receive additional incoming calls.
- Never: Agents will not receive any additional calls from this queue while on a call.
- On personal calls: Agents will receives additional calls from this queue, even while on direct inbound or outbound call.
- On all calls: Agents will always receive additional calls from this queue while on a call.
Note: The agent may be routed additional, concurrent queue calls by the dispatch engine and incur missed ring attempts when they are not answered.
