Queuing wait limits ensure that no customer is left in the call queue for an unacceptable amount of time. Click the new queue to configure its settings. Enter a Name for the queue and then select the type of queue you want to use (availability depends on your account). The next available number will automatically populate the Extension change this number as needed.

This helps to ensure that callers are given the assistance they are seeking.ĭefine wait limits for your queues so callers are automatically redirected to voicemail after waiting a specified amount of time. From Call Queues and Contact Center > Call Queues, select + Add Call Queue. When your agents answer a call and find that the caller would be better served by agents in another department, they can seamlessly transfer the caller to another queue. This technology empowers customers to decide how long they would like to wait, can work towards decreasing the number of callers waiting in any given queue and can have a positive impact on overall customer satisfaction. Voicemail transcription and notifications enable you to quickly respond to each message. Give customers the option to leave voicemail messages if they prefer not to wait in a queue. This will help your data-driven workforce reduce wait time and enhance each caller’s experience. You can monitor queue status and other advanced call center statistics in order to make more effective decisions when answering calls from the queue. Intelligent call queues allow you to field calls based on predefined business rules, wait time or customer value. These options help optimize the customer’s experience while they wait for agents to answer their calls. You can also customize each queue experience by choosing from a variety of music options and choose to play pre-recorded messages for callers as they wait to keep them informed about relevant company information. With Talkdesk, you can use a standard message to greet customers in the call queue or record your own greeting.

Intelligent call queuing improve the waiting experience for your callers and empower you to make decisions that positively impact the customer experience. Real-time statistics help you to make intelligent decisions when answering calls from the queue and enable a quick response time for your most valued customers. Detailed Usage: Set the Voice URL for one of your Twilio phone numbers to the url for add-to-queue.xml This simply puts the call on hold and waits. For an example in action, be sure to check out Jon Gottfrieds screencast. From within the queue, you can prioritize which calls are answered first based off of their value, request urgency or your own customized business rules. Transferring a call out of a Queue requires one step: use the Queue Sid to request the next call on hold. When all of your agents are busy, Talkdesk will automatically route calls to the intelligent call queue. When transferring calls to a Call Queue you should type the name of the Resource Account connected to the Call Queue, not the name of the CQ (should be the same).

Call queue