Call Queues

Can Agents use their mobile apps to handle calls?

Yes. Once Agents have been added to a Call Queue, they'll see it displayed within their mobile apps. Call Queues on the iOS and Android apps function just like Depts.

Can Agents send messages within Call Queues?

Yes, Agents can send messages on behalf of their assigned Call Queues to customers. This feature functions just like Department messages.

Can Agents claim a caller in their Hold Queue?

No. Your Call Queue will automatically assign whichever caller has been on hold the longest to whichever Agent has been idle the longest.