To add a call queue in ZIWO, click on the 3 dots (AKA Kebab Icon) and choose the “Queues” function, and then click on the “add queue” button. A list of options will show up, and they will help you to switch to multiple options, so you can manage each of your queues individually.
Enter a name for the queue and make sure your queue name reflects the strategy that you will implement.
Strategy Type allows you to choose how the calls will be distributed to your agents. There are multiple options in this field, so you can manage the call queue effectively:
Longest Idle Agent: Sends the call to the agent who has been idle for the longest time, taking into consideration their tier level.
Round Robin: In this strategy, the queue balances the routing of all incoming calls, in other words, every call agent will receive the same number of calls from the queue equally. Also, it sends the calls sequentially to agents registered in the queue, i.e. the first call is sent to agent 1, the second call goes to agent 2, and so on.
Top-Down: Rings the agent in order position starting from 1 for every member. For example, all calls go to the first agent and if this agent is busy, the calls go to the next agent.
Top-Down Level by Level: Rings the agent in random order at each tier level starting from 1
Agent with least talk time: Sends the call to the agents and prioritizes the ones with the least talk time.
Agent with fewest calls: Prioritizing agents with the least total talk time.
Sequentially by agent order: Rings agents Sequentially by tier and order
Random: Randomly choose an agent to distribute the call to, and that’s by evenly distributing calls among available agents.
Ring All (For Testing Only): Rings all agents simultaneously (All agents phones will ring at the same time)