Updated: April 8, 2024
Go to: Contact Center > Queues
A queue is a destination where calls are distributed to agents. Essentially, queues are a grouping of agents set up to receive inbound calls. The purpose of a queue is to handle call flow by following rules and conditions that determine how calls are distributed to agents.
Think of queues as a "waiting area" for customers. For example, when a customer calls a business, a queue fields the call and redirects it to an available agent that's part of that queue. This redirect can be to an agent, a voicemail, another queue, or any other destination available from our options.
Over the next few articles, we'll cover the 4 main parts of our queue setup: "Queue Info," "Finding an Agent," "Waiting for an Agent," and "Connected to Agent."
Next Article: Queue Info
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