HELP FILE

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.
    Before you begin: 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.
    1. Sign in to our GoTo desktop/web app.
    2. From Call Queues and 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 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.
    4. 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 — Choose between the following options:
          • Ring all available agents — All agents will be rung. The call will be sent to the first agent who answers their phone.
          • Cycle through agents as fairly as possible — The agent who has had the fewest calls sent to them that day will be rung first.
          • Send to the agent who has taken the fewest number of calls — The agent who has answered the fewest amount of calls that day will be rung first.
          • Select the next agent randomly — The call will be sent 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 — Choose to tell the agent how long the caller has been waiting on hold before they are connected to the caller.
        • Connect timeout — Choose how long to let an agent's phone ring before choosing a new agent to receive the call.
        • Wrap up time — Choose the amount of time you want to allow agent's to have after finishing one call before they can be sent to another call.
        • End agent wrap up — Enabling this setting will allow agents to end their wrap up time early.
        • Ring active agents — Enabling this setting will send incoming calls to agents even if they are already on a non-queue call.
        • Log out unregistered agents — Enabling this setting will log out agents who do not have an active line or device available to take calls from. The system default is to log out agents automatically. You must turn off this setting if you want inactive agents to stay logged in.
        • Log out agents when they miss a call — Enabling this setting will log out agents when they miss a call from the queue (unless you are using the Ring All strategy and another agent takes the call).
      • Callback: Choose if you want to enable our auto-queue callback feature.
      • Caller:
        • Weight — Add a weight score to prioritize the queue if you have agents assigned to multiple call queues/campaigns. Incoming calls with greater weight will be dispatched to agents before lower-weighted calls.
        • Max callers — Choose the maximum number of callers that can be waiting in the queue. Set it to 0 (zero) to allow unlimited calls (recommended).
        • Custom ringback music — Enabling this setting allows you to choose what a caller hears while waiting for their call to be answered.
        • Allow new callers into empty queue — Choose how new callers are handled when no agents are available in the queue.
        • Remove callers when queue has no agents — Choose how existing callers are handled when no agents are available in the queue.
        • Periodic announcement message — Enabling this setting allows you to play a message to callers at a custom frequency.
        • Periodic announcement frequency — Choose how often the periodic announcement plays to callers waiting in the queue. Set this to 0 (zero) to disable periodic announcements.
        • Position announcement — Enabling this setting allows you to let customers know their position as they wait in the queue. Basic queues only
        • Position announcement frequency — Choose how often the position announcement plays to callers waiting in the queue. Set this to 0 (zero) to disable position announcements. Basic queues only
        • Say hold time — Choose how often you want to let callers know the estimated wait time. Basic queues only
      • Recording: Choose your call recording preferences if recording is enabled on your system.
    5. From the Supervisors tab, choose which users you want to assign the supervisor role to for this queue.
    6. From the Agents tab, choose which users you want to assign the agent role to for this queue.
    7. 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).