Wix Answers Help Center

Built-In Call Center

Managing Queues

Managing Queues

Adding a New Queue to Your Call Center

Add up to 500 queues to provide phone support to all your customers in all your supported languages. You need at least 1 queue in your call center to route waiting calls to team members. Calls enter queues from

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

Setting Custom Business Hours for Specific Queues in Your Call Center

You can set a call center queue's business hours so they differ from other queues connected to the same line. When callers reach a closed queue, they'll hear your customized message before the call is routed ac

Working with Your Call Center Queues Dashboard

Gain a real-time summary of the traffic and agent resources in each of your queues from your Queues dashboard. View stats about each queue's requests, call statuses, and assigned team member statuses. You can f

Setting Agent Queue Priority Levels

Set agent queue priorities to control which agents receive calls from the queue before other agents. When multiple agents qualify to receive a call, it's routed to the agent with the higher queue priority (10 i

Offering to Transfer Callers Waiting in a Queue to Another Queue

Allow callers to transfer to another queue if they've been waiting in a queue longer than they'd like. You can offer the option when the waiting queue audio has played a set number of times, or when there are a

Offering Callbacks to Callers Waiting in Queues

Give callers waiting in queues the option of requesting a callback. You can offer a callback when the waiting queue audio has played a set number of times, or when a set number of calls are in the queue ahead o

Offering Voicemail to Callers Waiting in Queues

Give callers waiting in queues the option of leaving a voice message. You can offer voicemail when a caller has heard the waiting in queue audio a set number of times, or when a set number of calls are ahead of

Queue Settings: When All Agents Are Offline

Inform and route callers appropriately when all agents assigned to a queue are offline during business hours. You can customize the message callers hear and choose how you'd like to route their call. To edit qu

Setting the Waiting and Hold Options for Your Call Center Queues

Set your queue's waiting and hold options to reduce the frustration callers experience while waiting to speak with an agent. Customize the audio callers hear while waiting in each of your queues or on hold. Yo