Call Queue Management

You can have an unlimited number of admin users for free, so you can invite team members, managers, and leaders into the administrative fold. Everyone can contribute, monitor, and manage efficiently.

Making waiting an art, not a task. Simply!

ZIWO's Call Queue Management organizes incoming calls in queues for available agents to answer, providing a pleasant experience. Below are some of the strategies offered by ZIWO:

Longest Idle Agent

Sends the call to the agent who has been idle for the longest time, taking into consideration their tier level.

Round Robin

In this strategy, the queue balances the routing of all incoming calls, in other words, every call agent will receive the same number of calls from the queue equally.

Top-Down

Rings the agent in order position starting from 1 for every member. For example, all calls go to the first agent and if this agent is busy, the calls go to the next agent.

Top-Down Level by Level

Rings the agent in random order at each tier level starting from 1

An agent with the least talk time

Sends the call to the agents and prioritizes the ones with the least talk time.

Agent with the fewest number of calls

Prioritizing agents with the least total talk time.

Sequentially by agent order

Rings agents Sequentially by tier and order

Random

Randomly choose an agent to distribute the call to, and that’s by evenly distributing calls among available agents.

Ring All (For Testing Only)

Rings all agents simultaneously (All agents phones will ring at the same time)