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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, meaning that during business hours the caller stays in the waiting queue until the maximum queue size limit for that queue is reached so long as there are agents available, otherwise 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 your queue settings.

When this feature is enabled, callers will remain in the waiting queue during business hours regardless of agent availability (even if all agents are unavailable or offline). The call will enter the waiting queue and get dequeued when an agent becomes available; until the maximum queue size limit for that queue is reached; or when the waiting time limit is reached. 

How to Configure

  • Log into your Talkdesk as an Administrator.
  • Click the 'Admin' section [1] in the top navigation.
  • Select the 'Preferences' tab [2].
  • Scroll down to the 'Queue Settings' section [3].
  • Select option to ‘Yes’ for "Forced Queuing Enabled” [4].
  • Press ‘Save’ at the bottom of the page.

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

  • Log into your Talkdesk account as an Administrator.
  • Select the "Admin" section [5] at the top of the page.
  • Select the “Numbers” tab and click the phone number for which you would like to configure a 'Maximum Queue Size' [6].
  • Click the “Custom Settings” tab [7].
  • Select “Yes” next to “Override Account Settings” [8].
  • Scroll down to the 'Queue Settings' section [9].
  • Select option to ‘Yes’ for "Forced Queuing Enabled” [10].
  • Press ‘Save’ at the bottom of the page .

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

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