Choose a ring strategy for your queue

The ring strategy decides which agent a queue tries first and how it moves through the rest of the list.

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.

Change the strategy

1. 1
   Step 1:

   Open the queue

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

   Find the agent settings

   Open the advanced options and go to the agent settings, where you'll see Ring Strategy.
3. 3
   Step 3:

   Pick one and save

   Choose a strategy from the table below, then save.

The strategies

Your portal may show these names a little differently. List order matters for linear and rrordered, so use Move up and Move down in the member list to arrange it. Penalties are set on each member. Create a call queue covers them.

Timing and fairness settings

These sit with the strategy:

• Agent Ring Timeout: how many seconds each member's phone rings.
• Autofill: on, more than one waiting caller can be matched with free agents at the same moment. Off, the queue deals with one caller at a time.
• Ring Agents in Use: on, agents who are busy on a call can still be rung.
• Retry All Timeout: seconds to wait before trying again a member who didn't answer or turned the call down.
• Wrap-up Time: seconds an agent rests after a finished call before the next one arrives. Agents can also carry their own wrap-up time, covered in add agents, groups and pause reasons. If you set both, test which one applies.

What to expect

Test with a few calls and different agents before you rely on a strategy. If results surprise you, try another one before you change penalties.