📄️ Call Queue Settings
A call queue (formally known as Agent Group), also known as automatic call distribution (ACD), is an account that routes incoming calls to a specific group of agents. Before connecting to an agent, callers are placed inside a queue, allowing agents to deal with incoming calls without losing other callers to busy signals or unanswered phones. While waiting, callers hear music and pre-recorded announcements. Call queues can be monitored using a number of monitoring methods.
📄️ Categories
Calls in queues can be put into categories. This serves as a simple way of analyzing call content.
📄️ Call Queues Metrics
The call queue uses several metrics in the wallboard, email reports and other places.