Set up queues

This information is primarily for administrators and/or people who manage Zylinc solutions

Queues are useful when you expect to get so many inquiries that you won't be able to handle all of them immediately. When that's the case, you need a place for inquirers to wait their turn until you're able to handle their inquiries: a queue.

On a Zylinc solution, the most common type of queue is for phone inquiries (often called a voice queue), but you can equally well set up queues for chat or e-mail inquiries.

Even though Zylinc queues are virtual, a queue on a Zylinc solution works very much like a real-life queue, and it can reflect all of the dynamics that characterize real-life queues. For example, you can automatically:

• Offer fast lanes for important people

• Offer dedicated queues for people who have particular types of inquiries or speak particular languages

• Move people from one queue to another, and credit them on the new queue for the time that they've waited in the old queue

• Inform people about their queue positions and estimated waiting times

• Add more staff to queues as required

• Prioritize which staff members work on queues

• Offer self-service as an alternative to queueing

So, queues are more than just simple waiting lines. You can use them for two main purposes:

• To receive inquiries
• To control how inquiries flow through your Zylinc solution