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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.
  1. Sign in to the desktop or web app.
  2. From Contact Center > Call queues, 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.
  3. From Overview, change the name, extension number or queue type where applicable and see where this extension is being used.
  4. From Settings, 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: Choose agent preferences such as the ring strategy, if they hear a sound clip message before answering a call, report caller wait time, wrap up time options, automatic log out criteria, and if you want to disregard any devices where a forward has been set up or not.
      Note: Enabling Log out unregistered agents 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. 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.
    • Callback: Choose if you want to enable our auto-queue callback feature.
    • SMS auto-reply: 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: Choose your caller preferences such as the announcement messages and frequency, the behavior when the queue has no available agents who can take calls, and the ringback music callers hear while waiting.
    • Recording: Choose your call recording preferences if recording is enabled on your system and what you want to allow agents to do with recordings.
  5. From Supervisors, choose which users you want to assign the supervisor role to for this queue.
  6. From Agents, choose which users you want to assign the agent role to for this queue.
  7. From Logged-In Users, 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).

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.
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