You can use the information you get from Call Queue reports to improve the performance of your Call Queues. This article covers a few different ways you can use reported data to adjust your Call Queue options for better overall results.

Reduce Call Queue wait times

A high wait time leaves your business at risk of having calls time out. Long waits can also lead to a high abandoned call count. There are a few ways to help reduce your Call Queue wait times:

• Assign additional Call Queue members
• Visit the Call Queue’s Call Handling settings and adjust the ring duration to align it with the average ring value found in your member reports
• Visit the Call Queue’s Advanced settings and reduce the amount of time a member has between calls to move calls through the queue more quickly

Routinely review member performance reports

If a Call Queue member is underperforming, it can impact all other aspects of the Call Queue from the wait time to the number of calls that are delivered to other queue members.

It’s important to review member reports on a regular basis to identify members that are developing a pattern of high missed calls, rejected calls, or average ring duration. If a member is underperforming, it may be advantageous to remove them from the queue until they can be retrained.

Update the Call Queue’s initial greeting and comfort music

Keeping a Call Queue’s fresh will improve the waiting experience for new and repeat callers alike. Be sure to check in every so often to make sure your greeting is accurate, and feel free to change up your comfort music whenever you’d like something new.