How does a call queue work?
Modified on: Sat, 3 Jun, 2017 at 2:50 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
When you have a busy day with multiple callers reaching over to you at the same time, you can route them to a wait queue in the phone channel. In Freshdesk you can have a maximum of ten calls in the wait queue and also you can choose the wait time per call. The wait time ranges anywhere between 1 to 15 minutes. Furthermore, you could also upload a queue message to let them know that your agent will be with them shortly and read out the queue position as well which would be reassuring for the customers and prevent them from dropping the call.
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