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Setting Up Call Queues

Call queues are an essential component of the voice features in SendSquared. They must be configured before any calls can be properly routed through the platform. This guide will walk you through the process of setting up queues to manage incoming calls.

Understanding Call Queues​

Queues serve as the routing mechanism for incoming calls, directing them to available agents according to your configuration. Agents must be assigned to queues in order to receive calls from those queues.

Accessing Queue Settings​

To begin setting up call queues:

  1. Click on the user icon in the upper right corner of the screen
  2. Select Global Settings from the dropdown menu
  3. Click on Queue Settings in the settings menu

Creating a New Queue​

Once you're in the Queue Settings section:

  1. Click on the Add New Queue button in the upper right corner
  2. Fill out the queue configuration form

Queue Configuration Options​

When setting up a new queue, you'll need to configure the following:

  • Queue Name: Give your queue a descriptive name that identifies its purpose
  • Associated Voicemail: Select which voicemail box should be used when calls to this queue go unanswered
  • Queue Type:
    • Standard Queue: For general call distribution
    • Agent Direct Queue: For routing calls to specific agents

Agent Assignment​

If you want the queue to be accessible only to specific agents:

  1. Select each agent who should have access to the queue
  2. If no agents are selected, all agents will have access to the queue
note

Agents must be created in the system before they can be assigned to queues.

Saving Your Queue Configuration​

After configuring your queue settings:

  1. Review all settings to ensure they're correct
  2. Click the Save Queue button to create the queue

Queue Management Best Practices​

Queue Organization​

  • Create logical queue structures based on departments or functions
  • Use clear, consistent naming conventions for queues
  • Consider creating specialized queues for high-priority callers

Agent Assignment​

  • Assign agents to queues based on their skills and availability
  • Ensure adequate coverage across all queues during business hours
  • Consider creating overflow queues for peak call times

Queue Monitoring​

  • Regularly review queue performance metrics
  • Adjust agent assignments based on call volume patterns
  • Monitor abandoned call rates to optimize queue settings

After setting up your queues, you'll also want to:

  1. Configure voicemail boxes for each queue
  2. Set up call flows to direct incoming calls to the appropriate queues
  3. Train agents on how to join and leave queues during their shifts

Troubleshooting​

If calls aren't being routed to the correct agents:

  • Verify that agents are properly assigned to the queue
  • Ensure agents have the "Receive Calls" permission enabled
  • Check that agents are logged in and have set their status to available