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Forced Queueing

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The Forced Queuing option allows you to force your callers to remain in the waiting queue during business hours.

By default, Forced Queueing is disabled which means that, during business hours, callers may be placed in the waiting queue  (e.g., all agents are in a busy status and therefore not available to answer another call) and will stay there until the maximum queue size limit for that queue is reached; alternatively, the call can go to voicemail, the if-no-answer number or get missed. The waiting time limit will also trigger these outcomes (voicemail, if-no-answer number or missed call) depending on the queue settings.

When Forced Queueing is enabled, callers will be placed in the waiting queue during business hours regardless of the availability of the agents to receive calls (e.g., all agents are in the offline status). The call will enter the waiting queue and gets dequeued when an agent becomes available, when the maximum queue size limit for that queue is reached, or when the waiting time limit is reached. 

How to Configure

Forced_Queuing.png

 

  • Log in to your Talkdesk account as an Administrator.
  • Click the 'Admin' section [1].
  • Select the 'Preferences' tab [2].
  • Scroll down to the 'Queue Settings' section [3].
  • Select 'Yes' or 'No' in 'Forced Queuing Enabled' [4].
  • Press 'Save' [5].

To configure 'Forced Queuing' settings per phone number, follow these instructions:

Forced_Queuing_Number_Custom_Settings.png

  • Log in to your Talkdesk account as an Administrator.
  • Select the 'Admin' section [1].
  • Select the 'Numbers' tab [2].
  • Click the phone number for which you would like to configure this setting.
  • Click the 'Custom Settings' tab [3].
  • Select 'Yes' next to 'Override Account Settings' [4].
  • Scroll down to the 'Queue Settings' section [5].
  • Select 'Yes' or 'No' in 'Forced Queuing Enabled' [6].
  • Press 'Save' to apply your changes.

Note: If no rule is set for 'Forced Queuing Enabled', numbers will inherit the main account rules.

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