Managing Response Group Queues

Topic Last Modified: 2010-12-13

Queues hold calls to a response group until an agent answers the call. When you manage a queue, you assign one or more agent groups to the queue and specify queue settings, such as the number of calls that the queue can hold before performing an overflow action and the length of time that a call waits for an agent before performing a time-out action. When the Response Group application searches for an available agent, it searches agent groups in the order that you list them.