If you're setting up a inbound queue (inbound line), this article will get you started.
Below is a small guide on how to set-up a basic inbound route, without going into full details.
Please know that you can find full details here.
From the Admin > Inbound (1) > Queues (2): Click on the "Create call queue" (3) button.
This defines what the customers gets to hear when waiting in the queue and what happens with the call when reaching certain timers.
- "Queue is active" decides whether or not calls can enter the queue.
If not checked, calls will be disconnect when routed here.
This will is not the same as calling in outside of the opening hours.
- "Name" of the queue.
This is shown to your agents when a call comes in, alongside the customer's phone number.
You can also find the name of the queue in various reports.
- "Campaign" to which this call queue is linked.
Any call that is taken through this queue will be linked to this campaign.
- "Queue's timeout (min)" allows you to define how long a customer can wait in your call queue.
After this limit is reached, by default the call will disconnect.
Optional: you can upload a customer friendly recording and add this to the "if timeout is reached".
Queue skills allows you to set which agents are, or more importantly, which agents are not allowed to take an incoming call for this call queue. Skills are not a requirement for a queue.
Click on the "Edit skills and agents" button to set a skill.
Queue's opening hours
This allows to set opening hours for your queue.
You will only receive incoming calls when the queue is open.
When a call lands outside of opening hours, you can place a customer friendly announcement through the drop-down below this table.
Opening hours can be placed inside this menu.
Simply click and drag your mouse over a time area to create the blue bars as seen below.
A small pop-up will allow you to set this for multiple days in one go.
The pop-up also allows you to set whether or not this schedule continues endlessly, or until a certain date.
SLA & Callbacks
This part is optional, but we recommend you review it regardless.
SLA markers are used in your reports for reference, but do not affect the incoming calls in any way.
The callbacks section allows you to define what should happen if someone calls in, but drops out of the queue before talking to an agent.
You can choose to leave a public callback in the queue's campaign, with a text of your choice.
We'd recommend to leave a logical note, so that the agent understand that this is a missed inbound call (this changes how an agent starts his/her conversation with the customer).
All that is left to do is to click the "Save" button.
You have now created your queue.