What is a Call Queue?

A call queue is where users wait to be attended by an agent when the Callbot decides to transfer the call. In this initial stage, each Callbot can handle one call at a time per number, simplifying management and preventing operator overload.

How Are Voice Support Teams Formed?

Voice support teams are groups of agents assigned in Botmaker exclusively for handling phone calls.

• Voice teams are independent of chat teams:
• • An agent can belong to both, but teams and shifts do not overlap between calls and chats.
• When a user reaches the point in the flow where they need to be attended by a person, the Callbot transfers the call to an available agent from that team.

How Are Calls Assigned to Agents?

• When the user selects the option to be attended by a person, Callbot searches for an available agent in the assigned voice support team.
• If an agent is available, a notification (pop-up) appears on the platform for them to accept and attend the call.
• If the agent doesn’t answer or isn’t available, the user can wait in the queue with personalized music or a message you define.

Best Practices for Managing Teams and Queues in Callbot

• Keep the availability of voice agents updated.
• Configure hold messages and music to inform the user they are in the process of being attended to.
• Do not mix chat and voice operators if their tasks require exclusive dedication.
• Plan clear service hours to minimize waiting times.

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