Call queue management remains consistent whether it's for an Inbound or Outbound call. The two primary methods for managing queues are through IVRs and Skills.

Skill

In the queue management domain, skill configuration proves highly beneficial with the following settings available on the skill configuration page.

1. Queue size

The Queue Size field on the Skill Configuration page specifies the maximum number of customers who can wait to be connected to the next available agent. This parameter is entirely customizable based on your account's requirements and preferences.

2. Queue Timeout

The Queue Timeout field on the Skill Configuration page determines the duration that 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.

3. Fallback rule

Below are the fallback options that can be configured on the Skill configuration.

Dial-out
Disconnect
Voice mail
Skill
IVR
MultiSkill
Parking

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

Reports

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

IVR

The IVR can be used as a customizable mechanism for managing call queues within campaigns. By configuring the IVR, you can define automated menus and routing options that guide callers through the queue based on their input or selections. One of the IVR options that governs 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 specifies the duration (in seconds) that the call should ring to the customer. The call can be automatically transferred to a skill if the dial-out time exceeds this limit.

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

Reports

For a detailed analysis of calls disconnected at the IVR stage or during IVR interactions, utilize the IVR Hangup Details report.