Queue management refers to the management of callers waiting in a queue for a response or service from agents.
Typical functions of software in the area of queue management may include:
Caller prioritization: Ability to prioritize callers based on various criteria such as VIP status, wait time, or nature of the inquiry.
Queue monitoring: Real-time monitoring of the number of callers in the queue and wait times.
Call routing: Automatic routing of calls to available agents based on various rules or algorithms.
Call announcements: Announcement of wait times or position in the queue for callers.
Callback function: Ability for callers to request a callback instead of staying in the queue.
Agent availability: Display of agent or staff availability to efficiently serve callers.
Statistics and reports: Generation of reports on wait times, call volume, and agent performance metrics.
Queue music or messages: Playing music or messages for callers in the queue to make the wait more pleasant.
Call handling options: Configuration of options such as automatic callback, voicemail, or forwarding for callers after a certain wait time.