How do I change my call queue settings?
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.
You must be
set up as a user and be assigned the
Admin role. This can also be done from your
admin portal if you have access permissions.
- Sign in to our GoTo desktop/ web app.
- From , select the queue that needs changes made.
Tip: You can use the bubbles to filter your call queue list. Assigned call queues will show you all queues that have at least 1 supervisor and 1 agent assigned. Unassigned call queues will show you all queues that do not have any supervisors or agents assigned yet.
Overview
From the
Overview tab, change the following:
- Details — Click Edit to make changes to the name, extension, or queue type where applicable.
- Associated Resources — See what part of the admin console references this queue. Navigate to that resource directly to make changes
Settings
From the Settings tab, change the following:
General
- Choose your omission preferences. If using an ICR queue, you will also see a setting to allow callers to be dispatched when there is no match between caller need and agent skills.
Agent
- Ring Strategy
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. - Pre-call announcement — Enabling this setting will allow you play a message for agents to hear before they are connected with a caller.
- Report caller hold time
- Connect timeout
- Wrap up time
- End agent wrap up
- Ring active agents — Choose when agents actively on a call can 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.
- Log out unregistered agents — Enabling this setting will automatically log out unregistered agents from the call queue, providing more informative live reports for supervisors. If the setting remains disabled, agents will still display as logged into queues on live reports, but they won't actually receive calls while they are logged out of their GoTo instance and they won't have to log in/out of queues manually at the start/end of their shift.
Note: Agents may be unregistered if they have logged out of all their instances of GoTo (mobile, desktop, and/or web), or if they have lost connectivity for all their instances of GoTo.
- Log out agents when they miss a call
- Ignore forwarded devices — Enabled by default, this setting will disregard any devices where a forward has been set up.
Callback
- Queue Callback — Choose if you want to enable our auto-queue callback feature.
SMS auto-reply
- Activate SMS auto-reply for abandoned calls — Automatically send an SMS message to callers when they abandon the queue. Select the inbox queue phone number to link to the call queue and setup the auto-reply message.
Note: The SMS auto-reply is sent, at most, once every 24 hours, even if the same caller abandons multiple times within that period.
Caller
- Weight
- Max callers
- Custom ringback music
- Allow new callers into empty queue
- Remove callers when queue has no agents
- Periodic announcement message
- Periodic announcement frequency
- Position announcement — Basic queues only
- Position announcement frequency — Basic queues only
- Say hold time — Basic queues only
Recording
- Record call queues — Choose your call recording preferences if recording is enabled on your system.
- Agents can view call recording status
- Agents can pause and resume call recordings.
Supervisors
From the Supervisors tab, choose which users you want to assign the supervisor role to for this queue.
Agents
From the Agents tab, choose which users you want to assign the agent role to for this queue.
Logged-in Users
From the Logged-In Users tab, choose which users to log in to this queue (these users do not have access to the agent tools because they are not assigned the agent role).
