Call Queuing

Call Queuing is a telephony system feature that manages incoming calls when all agents are busy. It places callers in a virtual queue, providing them with estimated wait times and other relevant information while they wait for an available agent. This helps to ensure that no calls are missed and that customers receive timely assistance.

When all agents are busy, incoming calls are automatically placed in a queue. The system then prioritizes and distributes calls to available agents based on predefined rules, such as skills, priority, or wait time. Callers in the queue may hear music, messages, or estimated wait times to keep them informed and engaged.

Call Queuing offers several advantages for businesses:

• Improved customer satisfaction: By reducing wait times and providing a more organized call handling process, Call Queuing helps to enhance the overall customer experience.
• Increased agent productivity: Agents can focus on handling calls without the distraction of manually managing queues, leading to improved efficiency and better customer interactions.
• Optimized resource allocation: Call Queuing allows businesses to dynamically allocate agents based on real-time call volumes, ensuring that resources are used effectively and efficiently.
• Enhanced professionalism: A well-managed queue system projects a professional image and demonstrates a commitment to customer service.
• Valuable insights: Call Queuing systems often provide detailed reports and analytics on queue performance, enabling businesses to identify areas for improvement and make data-driven decisions.

Voiso enables real-time queue management through its live dashboards, allowing supervisors to monitor queue length, wait times, and agent activity. While the documentation does not explicitly mention a maximum queue capacity, Voiso provides tools to manage high call volumes effectively:

• Agent Reallocation: Supervisors can move agents between queues dynamically based on call volumes.
• Flow Builder Automation: Calls can be routed based on predefined conditions, potentially redirecting overflow calls​.
• Skills-Based Routing: Ensures that calls are distributed to available agents with the right expertise​.
• Historical Data Insights: Supervisors can use past trends to adjust staffing and optimize queue performance​.

Voiso’s call queuing system is fully integrated with its real-time dashboards and AI Speech Analytics, providing deep insights into queue performance and agent efficiency.

• Real-Time Monitoring: Supervisors can track key metrics such as queue length, average wait time, abandoned calls, and agent availability in live dashboards​.
• AI Speech Analytics: Every queued call can be transcribed and analyzed for sentiment, keywords, and agent performance, helping identify pain points in customer interactions​.
• Historical Reporting: Voiso stores queue data over time, allowing managers to spot trends, predict peak call volumes, and adjust staffing accordingly​.
• Call Scoring & Summaries: AI-generated insights help assess queue interactions, ensuring that customer concerns are addressed efficiently​.

Yes, Voiso provides real-time monitoring for call queues through its live dashboards. Supervisors can track:

• Queue length – See how many callers are waiting at any given moment.
• Average wait time – Monitor customer wait times to ensure fast resolutions.
• Agent activity – View which agents are available, on a call, or idle.
• Abandoned calls – Identify dropped calls and adjust staffing accordingly.

Call queue management in Voiso refers to the real-time organization and distribution of incoming calls to ensure efficient handling of high call volumes. Voiso’s system allows businesses to:

• Prioritize Calls – Route VIP customers or urgent calls to the most skilled agents.
• Distribute Workload – Assign calls based on agent availability and expertise using skills-based routing​.
• Monitor Queue Performance – Track key metrics like queue length, wait times, and abandoned calls in real-time.
• Optimize Staffing – Use historical data to predict call volume trends and adjust agent allocation accordingly.

Setting up a call queue in Voiso is done through the Flow Builder, an intuitive drag-and-drop tool that allows you to design your call routing logic. Follow these steps:

1. Access Flow Builder

   Log into your Voiso account.
   Navigate to the Flow Builder section​.

2. Create a New Call Flow

   Start a new flow and select the “Route” component.
   Define how incoming calls should be routed (e.g., to a specific queue, department, or priority group).

3. Configure Queue Settings

   Set up queue priorities (e.g., VIP customers first).
   Define maximum wait times before redirecting calls to voicemail or another queue.
   Enable skills-based routing to connect callers with the most qualified agents.

4. Add Failover Options (Optional)

   Set rules for overflow calls (e.g., redirect to another queue or voicemail if the queue is full).

5. Test and Activate

   Run test calls to ensure the queue functions correctly.
   Activate the call flow to begin handling calls.