A queue holds an inbound call and distributes it to one of its member agents according to a
strategy you choose. It’s how Get2Dial answers “which agent gets this call?”
How it works
A call reaches a queue through a routing rule (directly,
or by way of an IVR menu). The queue then picks a member agent using its strategy:
Round robin and least busy currently select an agent the same way — skills-based is the only
strategy that changes who’s eligible, not just the order. If you need a specific rotation
or true idle-time-based selection, that’s not available today; member priority (higher
goes first) is the only ordering lever you have.
When to use it
Use skills-based when only some agents are qualified for certain calls — a language or
product-line requirement, for example. Round robin and least busy are equivalent today, so
picking between them is not a meaningful decision — use whichever name matches your team’s
own vocabulary.
What it affects
The queue’s service level target (seconds and percentage) is what your reports and
wallboard measure against — see Metric definitions. Music
on hold plays a default track, or a track you select, while a caller waits.
Limits and constraints
There is no limit on how many queues a workspace can have. See
Limits and quotas.
Next steps
Configure queue overflow and fallback