Queues

The Call Queue is a system that organizes incoming calls and distributes them to operators. If all operators are busy, the calls are placed in the queue and wait for an available operator.

Strategy – how the system distributes calls to operators:

Call Distribution Strategies and Parameters:

• Round Robin – distributes calls evenly among all operators in rotation.

• Ring All – calls all operators simultaneously. The first operator to answer receives the call.

• Linear – calls operators in strict order (1 → 2 → 3). The first operator in the list always has priority to answer first.

Additional Parameters:

• Operator Timeout – sets the number of seconds the system will try to call each operator. If no one answers within this time, the call moves to the next operator.

• Max Timeout – the maximum interval (in seconds) the caller waits for an operator to answer while in the queue. When this time expires, the call either ends automatically or moves to the next stage (e.g., another queue, voicemail). Typically set between 10–30 minutes.

• Wrapup Time – time after a call ends during which the operator completes post-call tasks (notes, data entry, etc.). During this period, the operator does not receive new calls.

  • Example: If Wrapup Time is 30 seconds, the operator has 30 seconds after a call to finish documentation before receiving a new call.

• Retry – defines the delay in seconds before the system attempts to forward the call to the next operator if the previous one didn’t answer. This is a waiting interval, not the number of attempts.

If you want, I can make a simple visual diagram showing how calls flow in Round Robin, Ring All, and Linear strategies — it helps understand queue behavior quickly. Do you want me to do that?