See the answer order and drain a queue
See the order waiting callers will be answered in and why, and move everyone waiting to call-backs when needed.
Where to find it
Settings › Routing rules › Queue operations
Open this screen
Steps
- Open Settings › Routing rules and the Queue operations tab.
- Read the waiting callers in answer order, with Waiting since, Priority and Why.
- To stop people waiting without losing them, press Drain this queue to call-backs and confirm.
- Work the call-backs under Inbound ops › Callbacks.
Troubleshooting
"Nobody is waiting."
No caller is waiting in the queue right now.
Tips
- VIP callers are marked VIP in the list.
Good to know
- The tab shows your first queue.
- Draining is for administrators and managers.
Related how-tos
- Routing rules Decide who is answered first, which queue a call lands in by the caller's area, and see what waiting callers are offered.
- Answer some callers first (priority rules) Move VIPs, important customers or callers from a campaign up the queue with a priority boost.
- Pause, resume or drain a queue Stop new calls arriving in a queue, or turn everyone still waiting into a call-back.
- Work the call-back list Take a waiting call-back, call the customer and record whether you reached them.