Queue report and callback rules
Compare every team's queue and answer times, and see the company's callback rules.
Owners and admins open Settings › Company › Calling and scroll to the bottom. Callbacks from the queue calls a waiting caller back when someone on the team is free (from that person's open app, on the team's line), with Attempts and Minutes between tries. Queues lists every team's queue, members, skills, open callbacks and target. Answer wait by team shows answer and give-up wait times and the service level for the last 7, 30 or 90 days.
In this video
Step by step
- 1
The company view of queues is in Settings, Company, Calling, near the bottom.
- 2
Callbacks call a waiting caller back when someone on the team is free, instead of keeping them on hold.
- 3
The call goes out from the free person's open app, on the team's own line. While this is off, nothing is dialled.
- 4
Attempts and minutes between tries set how hard it tries. Save would store a change; in this demo we leave it.
- 5
Queues lists every team: queue on or off, members, skills, open callbacks, and the target.
- 6
Skills and callbacks are edited on the Team page.
- 7
Answer wait by team shows how long callers waited before someone answered, and how long those who gave up waited.
- 8
Service level compares the share answered in time with the team's target.
- 9
Change the period to compare the last 7, 30, or 90 days.
- 10
Ninety days gives the whole quarter.
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