Configuring the Queue

A well-tuned queue balances caller patience against agent workload. This page walks through the settings that matter; for the basics of creating a queue, see Call Queues.

Distribution strategy

How the queue chooses which agent gets the next call. Round-robin spreads calls evenly so no one gets hammered while others idle — the sensible default for most teams. Other strategies favour the longest-idle agent or ring several at once.

Timers

• Agent ring time — how long one agent's phone rings before the call moves on.
• Max wait — how long a caller waits before overflow kicks in.
• Wrap-up — a short breather after a call before the next one arrives.

The hold experience

Choose the music-on-hold playlist and the comfort messages callers hear ("thanks for holding, an agent will be with you shortly", or their position in line). Good comfort audio measurably reduces hang-ups.

Overflow & hours

Decide what happens when the wait is too long or no agents are logged in — roll to voicemail, another queue, or an after-hours greeting. Queues respect business hours automatically.