What is queue size, queue timeout, and fallback rule?

Queue Size and Queue Timeout

Queue size and queue timeout are features available in the skills section under configurations. These features are used to manage customer wait times in a queue when all agents are busy.

Queue Size

Queue size refers to the number of customers you want to allow to wait in the queue. This can be defined according to your preference and depends on the number of ports available in your account. For example, if you set the queue size to 5, only 5 customers will be allowed to wait in the queue. When the 6th person calls, their call will be disconnected with a busy message.

Queue Timeout

Queue timeout determines how long customers are allowed to wait in the queue. A queue timeout of 0 means customers can wait indefinitely. However, if you don't want customers to wait for a long time, you can define a queue timeout. For example, if you set the queue timeout to 2 minutes, after 2 minutes of waiting, a predefined action will be taken for the call.

Possible Actions for Queue Timeout:

Disconnect: The call will be disconnected after the specified timeout.

Dial Out: The call will be forwarded to a specified team lead or manager after the specified timeout. The dial out number can be configured in the account's settings.

Voicemail: Customers will be given the option to leave a voicemail, and you can get back to them later.

Skill Transfer: The call can be transferred to another team, department, or skill set. You can select the desired skill set for the transfer.

IVR Option: If you have specific IVR requirements, you can configure an IVR flow for the call.

Multi-Skill Transfer: The call can be transferred to multiple skills simultaneously.

These are the different options available in the fallback rule section for managing queue size and queue timeout.

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