Callers wait in line with music, hear their place, and can ask to be called back.
Queues are here.
What a queue is
A ring group rings phones and hopes. A queue holds each caller's place in line until someone is free. It is for the support desk, the appointment line, and any office where callers sometimes outnumber the people answering.
For the caller
- A greeting, then music.
- Optionally, their place in line and an estimated wait, repeated every so often.
- After a while, an offer: press a key to leave a message, reach someone else, or be called back.
Call back
This is the part callers like most. Press the key, hang up, and keep your place. When your turn comes, Kahevo rings the agent first, tells them it is a call back, and only then dials you. Nobody is called back to wait on hold again.
If you do not answer, it tries again a couple of minutes later, a set number of times.
For agents
Agents sign in and out with a code from the phone or a button on the web page and in the app. Who gets the next call is your choice:
| Rule | Who rings |
|---|---|
| Longest idle | Whoever has been free the longest |
| Round robin | Each agent in turn |
| Ring all | Every free agent at once |
| In order | Always the first free agent on the list |
After each call an agent gets a set time to finish their notes before the next one. An agent who lets several calls ring out is signed out automatically, so callers are not sent to an empty chair.
Limits
A longest wait, and a longest line, each with somewhere to send the caller instead.
Live
The dashboard shows each queue's line and each agent's state as it changes. Callbacks and sign-ins survive a restart.
Where it stands
Queues are built and in testing with us before we call them finished. The spoken "you are caller number three" needs a few recordings uploaded first.