Managing Call Center Queue Settings

Adjust the settings for each of your queues to make sure your call center runs smoothly. From the queue settings, you can manage general settings, call routing, business hours, and waiting and hold options. 
Tip:
Learn the rules that determine how calls are routed to team members in your call center. 

In this article, learn how to edit your queue's:

  • General Settings
  • Call Routing
  • Business Hours
  • Waiting and Hold Options

General settings in your queue

In General Settings, you can edit the name, language, queue priority, and internal description used by agents to identify the queue. 

Call routing queue settings

In the Call Routing settings, you can assign agents to the queue and set their priority for receiving calls. Agents with higher queue priorities receive calls from the queue ahead of agents with lower queue priorities. The highest queue priority level is 10 and the lowest is 0. 

You can also choose what happens when all agents are offline during business hours and block the option to transfer to the queue. 

Business hours queue settings

In the Business Hours settings, you can set the hours of operation for the queue if they need to be different from your call line(s). 

Waiting and hold options settings

In the Waiting and Hold Options settings, you can edit the audio callers hear while they wait in a queue or on hold. While they wait, you can suggest they request a callback, leave a voicemail, or get transferred to another queue.