Every call centre has busy moments when callers must wait. Good queue management decides who waits, for how long, what they hear, and what happens if the wait gets too long. This guide explains how call queues work in Voxdial Contact Center and how to set them up so customers are served quickly and fairly.
What is a call queue?
A call queue, called an inbound group in Voxdial, is a team of agents that answers a type of call, such as sales, support or appointments. Calls wait in the queue until an agent is free, and are then offered to agents in the order you choose.
The settings that shape the caller’s wait
| Setting | What it does |
|---|---|
| Call waiting | Lets callers wait when all agents are busy |
| Music and announcements | What callers hear while they wait |
| Maximum waiting calls | The most calls allowed to wait at once |
| Wait timeout | How long a caller can wait before being sent elsewhere |
| Timeout destination | Where long-waiting callers go: voicemail, another queue or a callback |
| No-agent destination | Where calls go when no agent is logged in |
| SLA wait time | The target answer time used in service level reports |
| Recording | Whether calls to the queue are recorded |
Agent priority: who gets the call first
Each agent in a queue gets a priority from 1 to 9. Lower numbers are offered calls first. This lets you build tiers: your most experienced agents at priority 1, newer agents at 2, and supervisors at 3 as overflow.
Call actions: timed steps while callers wait
Call actions are timed steps that run while a caller waits, up to ten per group. Each step runs a set number of seconds into the wait:
- Play audio: for example, “your call is important to us” at 20 seconds, or a reminder that customers can use WhatsApp.
- Send SMS: send a text, such as a link to self-service, while the caller waits.
- Change route or redirect: move the caller to another queue or destination after a long wait.
A typical set-up plays a message at 30 seconds, sends an SMS with a self-service link at 60 seconds and moves the caller to a backup queue at 120 seconds.
Give agents context: screen pop and dispositions
- Screen pop: each queue can open a web form or CRM page on the agent’s screen for the call, so they see the right information immediately.
- Desktop alerts: agents can turn on browser pop-up alerts, so they notice a waiting call even when working in another window.
- Dispositions: at the end of the call, the agent picks an outcome, such as resolved, call back or wrong number, with an optional note. Outcomes feed reports and callback lists.
Manage the queue with numbers
Watch the queue on the wallboard: calls waiting, longest wait, service level and abandon rate. When callers abandon, the missed call tools help call them back. Read our guide to call centre KPIs and wallboards.
Keep people first
Queues should get callers to a person. Use AI voice agents only as backup, for example after hours or when every agent is busy, to answer simple questions or take details for a callback.
BitVoice designs call queues, priorities and call actions with you. Book a demo.
FAQs
What is call queue management?
It is how a call centre controls waiting calls: who answers first, what callers hear, the longest allowed wait and where calls go when the wait is too long.
How are calls distributed to agents?
In Voxdial, each agent in a queue has a priority from 1 to 9, and agents with lower numbers are offered calls first.
Can a caller get an SMS while waiting in the queue?
Yes. A call action can send an SMS at a set point in the wait, for example a link to self-service.
What happens if no agent is logged in?
The call goes to the queue’s no-agent destination, such as voicemail, another queue or an after-hours message.
