Queue Setup
With Zoho Voice, you can set up queues for calls, ensuring callers reach the right team at the right time. You can group your agents in different queues and can distribute the calls in a way that best suits your team. For example, you can configure to set the calls to go to agents one by one, in a rotational order, or all at once.
Some key features of setting up a queue are listed below:
Call Routing Types: Select the type of ringing to handle your team's call. It can be Top Down, Simultaneous, Round Robin, Progressive or Agents with fewest calls ringing.
Audio Settings: Set up welcome greetings, hold music, and status announcements so callers stay informed.
Queue Wait Time: Set wait times for callers when agents are busy or offline in a queue. After this wait time, the callers are routed based on the call handler
Call Handler: You can set up how you want to handle the callers after the wait time has reached.
Email Notifications: Set up email notifications for missed calls or missed calls with voicemails. This keeps you updated even when you are offline.
Queue Audio Profiles: Create different audio profiles for different queues to maintain a consistent caller experience.
Queue Stats: Get detailed analytics on queue performance, including service level rate, call abandoned rate, average call duration, and more. Choose between Org-Level and On-Demand views for flexible monitoring.
Learn how to set up a queue audio profile
Learn more about Queue Performance Metrics