Queues

A queue holds callers and offers them to agents.

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Members

Agents are rostered onto a queue individually, with a priority. A queue member is an agent, not an extension — which is what lets a virtual agent serve a queue with no change to how the queue works.

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Strategy

How a waiting call is offered: ring all, longest idle, round robin, or top down.

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What you see live

Waiting calls and the longest wait, polled from the switch.

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Where a queue sits in the product

Queues live under Inbound, next to processes and numbers, rather than with extensions. A queue is a property of how a number is answered — not of a shift, and not of the phone system’s inventory.

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Recording

Calls answered through this queue can be recorded by switching Record calls on here. Recording is on if any level says so — organisation, team, extension, queue, trunk or process — so this can add recording and cannot switch off a policy set above it.