How to Manage Queues On Telvoip

A new window will open, requiring you to swipe sideways to access the Admin Tools.

The Queue section allows administrators to manage how incoming calls are distributed among available agents. Queues help organize call handling and ensure that calls are routed efficiently based on the selected distribution strategy.

The Queue section allows administrators to manage how incoming calls are distributed among available agents. Queues help organize call handling and ensure that calls are routed efficiently based on the selected distribution strategy.

Each queue contains key details including Name, ID, Strategy, Date Created, Date Updated, and Actions. The selected strategy determines how calls are assigned to agents within the queue.

Each queue contains key details including Name, ID, Strategy, Date Created, Date Updated, and Actions. The selected strategy determines how calls are assigned to agents within the queue.

How to Access Queues

How to Access Queues

To access the Queue, click the profile initials in the upper right corner, then click account settings.

To access the Queue, click the profile initials in the upper right corner, then click account settings.

Under the Admin Tools, click on Queue to start setting up your queues.

Under the Admin Tools, click on Queue to start setting up your queues.

How to Use

To create a new queue, click “CREATE NEW QUEUE” and a window will pop up, prompting you to enter a Queue Name and select a strategy from the dropdown menu. Available strategies include:

Round-Robin – Calls are distributed evenly among agents in rotation.

Round-Robin – Calls are distributed evenly among agents in rotation.

Longest-Idle – The call goes to the agent who has been idle the longest.

Longest-Idle – The call goes to the agent who has been idle the longest.

Least-Recent – The agent who handled a call least recently receives the next call.

Least-Recent – The agent who handled a call least recently receives the next call.

Skill-Based – Calls are routed to agents based on their specific skills or expertise.

After choosing the ideal strategy based on your team capacity, quality, and customer profile, click “SAVE”. You can view all your active Queues from the Queue List on the admin dashboard as shown below.

Best Practices

Choose a queue strategy that matches your team’s workflow. Use skill-based routing for specialized support teams. Regularly review queue activity to ensure balanced call distribution.