Our call routing system adheres to a consistent queuing process for all calls associated with an account, irrespective of the chosen dialer. Management of these call queues can be achieved through two primary methods:

Interactive Voice Response (IVR): Leveraging the IVR system configured for the specific campaign allows for directing calls within the queue.
Skills-Based Routing: Alternatively, calls can be routed based on agent skill sets assigned to the campaign.

Skill Routing Overview

In the domain of queue management, skill configuration proves highly advantageous, offering various settings accessible on the skill configuration page.

Queue size
- Specifies the maximum number of customers who can wait to be connected to the next available agent. This parameter is fully customizable based on your account's requirements and preferences.
Queue Timeout
- Determines how long a customer can wait in the queue. Once this queue time limit is exceeded, the redirection of the customer can be defined using the Fallback Rule field.
Fallback Rule
- Below are the fallback options that can be configured on the Skill configuration.
  - Dial-out
  - Disconnect
  - Voice mail
  - Skill
  - IVR

For a comprehensive understanding of Skill configuration, including Queue Time and Fallback Rules, refer to the dedicated Skills configuration article.

Reports

The Skill Productivity Report provides insights into the call flow for all skills configured within the account.

IVR

The IVR serves as a customizable tool for managing call queues within campaigns. By configuring the IVR, you can create automated menus and routing options that guide callers through the queue based on their input or selections. One important IVR option that controls the queue is the Transfer node.

Transfer node

Within the Transfer node of the IVR design, you'll encounter the Max dial-out time option, which sets the duration (in seconds) for which the call should ring to the customer. If the duration exceeds this limit, it will be automatically routed to a skill.

For a comprehensive understanding of IVR design and the functionality of all the nodes, delve into our Masterclass series.

Reports

For an in-depth analysis of calls disconnected at the IVR stage or during IVR interactions, utilize the IVR Hangup Details report.