Wix Answers Help Center

Managing Queues

Adding a New Queue to Your Call Center

Your Call Center needs at least one queue for calls to be routed to agents. Add up to 500 queues to provide phone support to all your customers in all your supported languages.How do calls get routed to agents?

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. Gen

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

Assigning Agents to Specific Queues

After setting up your call center queues, assign agents to each queue so they can begin taking calls. We recommend assigning agents to queues based on their skillsets, areas of expertise, and language (for mult

Navigating the Queues Tab

With your Queues tab, you can make sure your Call Center operates efficiently by monitoring real-time call and agent stats for each queue.To view the Queues tab:Hover over the Call Center icon in the side pane

Editing an Agent's Assigned Queues

Make sure agents get calls from the right queues by editing their queue assignments. Learn how to edit an agent's assigned queues from the following places: Your Call Center Agents Settings: Get started assig

Setting Agent Queue Priority Levels

Set priority levels to control which agents take calls before other agents. This is useful if you have agents with special skillsets (such as languages) you'd like to keep available in case they're needed elsew

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 callbacks. 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 of

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