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Eliminate Wait Times With Smarter Call Queues
Long hold times and missed calls can cost you business. Create call queues that automatically direct customers to the right path based on predefined criteria, eliminating wait times. Your team stays organized, and every customer gets the attention they deserve.
We’ve helped thousands of global companies
Case studies featuring customers who are building faster.
What is Call Queuing?
Call Queuing helps you craft the perfect calling experience by controlling how calls are routed to your agents. Set custom criteria based on expertise, language, priority, and availability to ensure every call reaches the best-fit person.
Reduce wait times, prevent dropped calls, and keep customers satisfied with seamless call management.
How Does Call Queuing Work?
Call Queuing organizes inbound calls in a virtual queue, holding them until an agent is available. Once a line frees up, CloudTalk routes the call to the predefined endpoint.
With Skill-Based Routing, customers connect with the most qualified agent, while VIP Queues prioritize high-value callers, letting them skip the line.
You can also enhance an on-hold experience by offering personalized greetings and custom music.
Deliver Better Service with Smart Ring Strategies
Call queuing keeps inbound calls organized, but the right ring strategy determines how they reach your agents.
Whether balancing workloads or prioritizing speed, choosing the best strategy improves efficiency, reduces wait times, and enhances customer experience.
- Round Robin – Calls are distributed one by one in a set sequence.
- Ring All – All agents receive the call simultaneously.
- Least Calls – Calls go to the agent with the fewest answered calls.
- Random – Calls are assigned to agents at random.
Craft a Great Experience at Scale
Creating a smooth, efficient customer journey doesn’t have to be complicated. With Call Flow Designer, you can visually lay out how calls move through your phone system—from the moment they come in to the moment they’re answered or resolved.
Best of all, it scales effortlessly—whether handling a few calls or a high-volume influx, your call queuing adapts to keep every interaction efficient and frustration-free.
How to Set Up Call Queues in CloudTalk?
- In your CloudTalk account, click the left-hand side Numbers tab on the Dashboard.
- Click the blue pencil icon next to the number you want to configure.
- In the call flow, click the + icon where you want to insert the condition splitter.
- Choose an action (e.g., route to a specific agent or group) for calls that meet certain criteria.
- Click Save flow to apply your changes
Features
Other features you might like
Call Flow Designer
Design your inbound calling journey to fit the unique needs of your business and customers’ expectations.
VIP Queues
Assign VIP tags to your higher-priority customers so they can skip the queue and reach the right agent instantly.
Skill-Based Routing
Assign custom skills to your agents or teams and route customer calls automatically based on their expertise.
Caller-Based Routing
Automatically route customers based on factors such as location, purchase history, and language.
Frequently asked questions
Everything you need to know about the product and billing.
What is a call queue?
Call Queuing tool routes inbound calls into one or more virtual queues. The main purpose is to avoid drop calls when all of your agents are busy. With call queuing, customers know that they’ll get assistance as soon as the line becomes available.
What does an invisible queue mean in a call center?
An invisible queue means that callers are unaware of what’s happening while they’re queuing. Due to that, they don’t know how long they’ll have to wait. This can make customers unhappy and irritated. You can avoid it. Simply employ messages that announce the position in line and the estimated waiting time.
What is the average call center time in the queue?
An average wait time has a significant impact on customer satisfaction. In a traditional call center, calls should be answered within 20 seconds but in reality, it takes a bit under one minute.
What Are The Causes Of Long Calling Queues?
Possible causes of long call queues are:
– Poor agent training
– Outdated technology
– Poor management skills
– A lack of accessible information about customers
How to set the call queue to voicemail?
In CloudTalk, after a certain time, callers will be automatically transferred to voicemail, to a different call queue, or redirected to a specific phone number.
Still have questions?
Can’t find the answer you’re looking for? Please chat with our team.
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