Manage inbound call volume with automated call queues.
Call queues are useful for managing incoming calls on busy phone lines. For example, an ecommerce business might experience spikes in sales calls throughout the day. With a fixed number of phone agents, a call queue can help manage calls during those peaks so potential customers aren’t lost.
Let’s say you have a team of agents and all of them are on the phone. The next caller to come in will hear your greeting and hold music, then automatically be connected to the first agent to become available. You can announce the caller’s position in the queue, offer a callback, and set a maximum hold time to mitigate the caller’s wait time. You can also name your queues by department, such as “US sales”, so your agents know where the call is coming from.
Frequently Asked Questions
- How many agents can I add to a queue?
- You can add an unlimited number of agents to a queue.
- How many queues can I add?
- You can add an unlimited number of queues to your phone system.