Handle busy phones with call queues and a live wallboard.
When you take more calls than you have people, queues hold callers in line and share them fairly across your team. A live wallboard shows what is happening right now, so nothing slips. Part of the Pro plan.
See your queues in real time, on one screen.
A team lead can leave the wallboard open and watch the lines as they fill and clear. It updates live, so you always know whether to pull someone onto the phones or whether the team is on top of it.
- Calls waitingSee how many callers are in each queue right now, before they start dropping off.
- Agents availableKnow who is ready to take a call, who is on a break and who has logged out.
- Longest waitWatch the longest waiting caller climb, so you can step in before a queue gets out of hand.
- SLA at a glanceTrack the share of calls answered inside your target so the team has a clear number to hit.
Everything a small contact team needs.
Queues are built into the phone system, so they use the same numbers, routing and apps you already have. Nothing extra to bolt on.
Queue strategies
Distribute calls by ring all, longest idle agent, round robin, top down, fewest calls and more, so the right person picks up the next call.
Agent states
Agents set themselves available, on a break or logged out. The queue only rings people who are ready, so callers do not wait on empty desks.
SLA target and tracking
Set the number of seconds callers should be answered within, then track the share of calls that hit it on the wallboard and in reports.
Hold music and announcements
Callers hear hold music and position announcements while they wait, so they know they are in a queue and being looked after.
Queue history and reporting
Review wait times, talk times and answered or abandoned calls, so you can spot pressure points and staff the phones around them.
Answer on any device
Agents take queue calls in the browser, on the iOS or Android app or on a desk phone, in the office or working from home.
For anyone with more calls than people.
If your phones get busy in bursts, queues stop calls from ringing out and give the team a fair, ordered way to clear the line. It is the small call-centre capability, without the heavy contact-centre price tag or setup.
- Support desksHold inbound support calls in a queue, track wait times and prove you are hitting your response standard.
- Sales teamsMake sure every inbound enquiry is answered fast and shared fairly, instead of the same person taking everything.
- Busy reception and dispatchWhen the phones spike, a queue keeps callers in order and your team in control of the line.
How a queue works
- A call comes inPoint a number, menu key or ring group at the queue and the caller joins the line.
- It is shared by strategyYour chosen strategy decides which available agent rings next.
- The caller is looked afterWhile they wait they hear hold music and position announcements.
- You see it all liveThe wallboard and reports show waits, answered calls and your SLA.
Common questions
How many agents and queues can I have?
Call queues are part of the Pro plan at £9.95 per user per month. You can build multiple queues and assign as many of your Pro users to them as you need. Add or remove queues and agents yourself from the portal as your team changes.
What is an SLA target?
An SLA (service level agreement) target is the number of seconds you want callers answered within, for example 20 seconds. Voxora tracks how many calls were answered inside that target and shows the percentage on the wallboard and in your queue reports, so you can see how the team is doing against the standard you set.
Can agents take queue calls from home or on mobile?
Yes. Agents answer queue calls on the browser, the iOS or Android app or a desk phone, wherever they are working. They set their own state to available, on a break or logged out, so the queue only rings people who are ready to take a call.
Do callers hear their position in the queue?
Callers hear hold music and position announcements while they wait, so they know they are in a queue and have not been forgotten. You can also route a queue that has been waiting too long to voicemail or another team using business hours and call routing.
Which plan includes call queues?
Call queues, agent states, the live wallboard, SLA tracking and queue reporting are all included on the Pro plan at £9.95 per user per month. Number porting is free and there are no long contracts.
Take the pressure off your phones.
Set up call queues, watch the live wallboard and keep callers looked after. Keep your number, go live in minutes, with real UK support.