You are not yet enrolled in this course.

Course Description

In this course, you’ll discover how to take a basic queue and supercharge it with three gems designed to keep your callers entertained, set the right expectation, and route the caller to the agent with the best matching skillset.


Queues are used to route callers to a group of agents.  Callers who are routed to a queue will wait on hold for an agent to answer based on a series of rules you define in the queue settings.

Queues are very flexible, highly customizable routing tools.  At a minimum, a queue must have at least one agent assigned and must be connected to any feature that can route calls to a queue. Callers can be routed to a queue from a tracking number, other queues, voice menu options, Smart Routers, FormReactor submissions, Smart Dialers, or no-answer routing rules on a receiving number.