Managing Call Queues in the Workspace

Queues in the CloudCallO1 Workspace 

The Queues section in the CloudCallO1 Workspace gives you all the tools you need to monitor and manage your call queues efficiently. Access this feature by clicking on the cloud-shaped icon in the left-hand navigation panel.

Here’s what you can see in the Queues section:

• Queue Call Comparison: Compare performance across multiple queues to identify strengths and areas for improvement.
• Queue Call Activity Over Time: Track call activity trends over specific time periods to better understand your team's workload and performance.
• Queue Lists: View all of your call queues in one place, including their assigned Queue Groups and set up email addresses for Queue Call Voicemail drops. (See below) 
• Top-Performing Queue: Identify your best-performing queue based on the rate of answered calls.
• Average Queue Wait Time: See how long callers typically wait before being connected, helping you optimize queue efficiency.
• Average Queue Talk Time: See the average duration of conversations for calls handled through queues.
• Abandoned Queue Calls: Keep track of the number of calls that were abandoned before being answered, so you can identify and address potential bottlenecks.

The Queues section makes it easy to stay on top of your team’s performance, deliver better customer experiences, and ensure no call goes unanswered.

Queue Call Voicemail Management

Managing voicemail for queue calls is simple and ensures your team stays informed and ready to respond. As a Customer Admin or Supervisor, you can assign an email address—either for an individual or a group—to each queue. When a caller leaves a voicemail, an email is automatically sent to the specified recipients with the voicemail transcription and audio file attachment. This ensures your team has the information they need at their fingertips.

How to Set Up Voicemail Notifications for Queue Call Groups

1. Open the Queue List and find the queue you want to configure.
2. Click the gear icon next to the queue name.
3. In the Queue Settings pop-up window, enter the email address where voicemail notifications should be sent: You can specify either an individual email or a group email address.
4. Save your changes.

When a caller decides to abandon the queue and leave a voicemail, the system ensures it’s delivered promptly to the designated recipients in that queue. An email is sent to the specified address which includes both the voicemail transcription and the audio file attachment.

This setup helps keep everyone in the loop, ensuring no voicemail is missed and your team can respond quickly and efficiently.

See also: Access Queue Call Voicemails in the Softphone