Decide what happens when a queue is full, empty or the wait is long

A queue can't always hand a caller to an agent. The line may be at its limit, nobody may be available, or a caller may wait longer than you think is fair. For each of these three cases you choose where the caller goes next.

This feature needs the Contact Center Pro plan. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

Where to find the settings

1. 1
   Step 1:

   Open the queue

   In the admin portal, open Queues and select Edit on your queue.
2. 2
   Step 2:

   Open the advanced options

   Find the Queue Full, Queue Timers and Empty Queue groups there.
3. 3
   Step 3:

   Save

   Save the queue after each change, then place a test call.

When the line is full

A queue is full when it reaches Max Waiting Callers, which you set when you created the queue. In the Queue Full group:

• Redirect Destination is where extra callers go.
• Redirect to Voice Mail sends them to that destination's voicemail instead of ringing it.
• Activate Callback offers a callback. See offer queue callbacks.

When no one is available

In the Empty Queue group:

• Join Empty: with Yes, callers still get into the line when every agent is signed out or unavailable. With No, they're turned away.
• Leave when empty: choose Yes to remove waiting callers once the queue has no agents left.
• Empty Destination: where those callers go, with an Is Voicemail option.
• Activate Callback: offers a callback if the queue has no agents.

When a caller waits too long

In the Queue Timers group:

• Max Wait Seconds: the longest a caller waits before the queue acts. For example, 240 is four minutes.
• Max Wait Destination: where they go next. It may point at a different queue.
• Is Voicemail: choose Yes, No or Not Set to send them to voicemail at that destination.

A system-wide timeout that CallSprout manages can override Max Wait Seconds. If callers leave the queue sooner than you set, ask support.

What to expect

Test all three before you rely on them. Fill the line with test calls, log your agents out, and let one call wait past your limit.