Call queues are an essential component of any phone system, as they allow organizations to manage incoming calls efficiently and effectively. Call queues are used to distribute incoming calls to the available agents, ensuring that customers receive prompt service, while also reducing the waiting time. In this blog post, we will discuss different types of call queues, and when to use each one to optimize your phone system.
Ring All Queue
The Ring All queue is the most basic type of call queue, and it works by ringing all the available agents at the same time. The call will be answered by the first available agent who picks up. This queue type is best suited for organizations that have a small team of agents, or when the incoming call volume is low.
Round Robin (Longest Idle) Queue
The Round Robin queue distributes incoming calls to the agents based on who has been idle the longest. This type of queue helps ensure that all agents receive an equal number of calls, reducing the workload of the busiest agents and ensuring that each customer receives a prompt response. This type of queue is ideal for organizations that have a larger team of agents and handle a higher volume of calls.
Tiered Round Robin Queue
The Tiered Round Robin queue is similar to the Round Robin queue, but it distributes calls based on the agent’s skill level. This type of queue allows organizations to prioritize calls based on the customer’s needs, ensuring that the most complex calls are directed to the agents with the necessary skills to handle them.
Linear Hunt Queue
The Linear Hunt queue distributes incoming calls to the agents in a sequential order. The call is first directed to the first available agent, and if they are not available, the call is then directed to the next available agent, and so on. This type of queue is best suited for organizations that have a small team of agents and handle a low volume of calls.
Linear Cascade Queue
The Linear Cascade queue works by directing incoming calls to the first available agent, and if they are not available, the call is then directed to the next available agent, and so on. The difference between the Linear Hunt and Linear Cascade queues is that if an agent is available in the Linear Cascade queue, the call will be redirected to them, even if they have already received a call. This type of queue is ideal for organizations that handle a high volume of calls and require a more complex call distribution system.
In conclusion, call queues are an important component of any phone system, and choosing the right queue type is crucial for optimizing your organization’s call handling process. Whether you’re using the Ring All, Round Robin (Longest Idle), Tiered Round Robin, Linear Hunt, or Linear Cascade queue, it’s essential to choose the one that best suits your organization’s needs, ensuring that customers receive prompt and efficient service.