Configure Call Queue

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Call Queue is a collection of core call center features such as voice queues, call queue analytics, reports, and so on. Agents and supervisors can use these features along with advanced calling features to efficiently handle the customer calls.

Overview

Call Queue is an offering available as part of the Webex Calling professional license. It includes features such as voice queues, skill-based routing, call queue monitoring and analytics, multi call window, and more, help users to engage with customers efficiently. Also, with our Cisco Call for Microsoft Teams integration, the Microsoft Teams users can access the features directly from Teams.

As Call Queue has voice-only offering, it's best suited for customers who need simple voice-centric call center capabilities and don't need the advanced features of comprehensive Contact Center service.

We recommend Webex Calling Customer Assist for customers who require low-end professional Contact Center capabilities such as agent and supervisor experience in Webex App, real-time queue view, agent screen pop, and so on.

We recommend Webex Contact Center for customers who require sophisticated customer engagement capabilities, omni-channel routing, or large-scale, high call volume deployments.

Features and benefits

Call Queue includes the following features:

Voice Queues—Helps administrators to configure various features such as skills-based routing, enhanced queue polices, customer callback, and so on.
Call queue analytics—Helps administrators to view the important data such as top call queues, top agents, live call queues status, and so on.
Call queue reports—Helps administrators to view the details such as call queue status report and agent status report.
Agent experience in Webex App—Helps users to check and change their call queue status and join/unjoin queue in the Webex App.
Multi call window—Helps users to get a quick view of the call status and easily access some common Calling features.
Cisco Call integration within Microsoft Teams—Helps users to access the features directly from Microsoft Teams.

Voice Queues

Voice queue, which is formerly known as Group Call Management (GCM), is a set of features designed to efficiently manage high call volume and team call handling services.

Voice queue adds key features that provide supervisor capabilities, enhances queue policies to determine call routing based on business hours, provides skill-based routing, provides call-back capabilities for customers and reports and analytics for administrators. Voice queues is an out-of-box feature set within Webex Calling and is recommended for call queues up to 50 agents.

Voice queue includes:

For Callers
- Welcome greeting
- Comfort greeting (we’ll be with you shortly)
- Request callback (a caller can designate a callback number, rather than wait in a queue)
- Enhanced queue routing policies (for night service, holidays, and forced forwarding)
- Additional IVR functions-call whisper message and comfort bypass message
For Agents
- One-step login / logout of queue
- Personal readiness status management
- Multiqueue operations
- Intuitive UX options for desk phone and Webex App
For Supervisors and Administrators
- Monitor / coach / barge / takeover active calls
- Agent status management
- Call queue reporting and analytics dashboard
- Assign call queue staff per queue
- Assign skills-based routing ratings of staff per queue

Call Queue launch kit

Before configuring the call queue, if you want to understand the ways to equip call queues and empower your call queue agents, you can download the Call Queue launch kit.

Create and manage call queue

Call queues routes callers to agents who can help with a particular issue or question. Calls are distributed one at a time to the agents in the queue. Call queues temporarily hold calls when all agents assigned to receive calls from the queue are unavailable. When agents become available, the queued calls are routed according to the call routing settings you’ve determined for the call queue.

When a call arrives to a call queue and is sent to an agent, the agent call forwarding feature doesn't work.

The following table outlines the limitations for queues, agents, and supervisors.

Limitation	Maximum Limit
Number of queues per location	1,000
Number of agents per queue	1,000 100 if the call routing type is Weighted 50 if the call routing type is Simultaneous
Queue size—number of calls a queue can handle	250
Number of agents a supervisor can manage	100

Create a call queue

You can create multiple call queues for your organization. Use these call queues when you can't answer customers' calls to provide an automated answer, comfort messages or hold music until someone answers.

Go to Services > Calling > Features.

Go to the Call Queue card and click Add new to create a new call queue.

On the Basics page, enter the following information, and then click Next.

Location—Select a location from the drop-down menu.

A location is a container with a location-specific calling configuration. See Configure Cisco Webex Calling for Your Organization for more information.
Call Queue Name—Enter a name for the call queue.
Phone Number and Extension—Assign a primary phone number and/or an extension to the call queue.

If you leave the extension field blank, the system automatically assigns the last four digits of the phone number as an extension for this call queue. To modify it, see Edit the call queue phone numbers section.
Allow agents to use call queue number as caller ID—Enable the toggle to allow the agents to use the call queue number as the caller ID.

There’s a restriction that both the call queue’s location and the agent’s location must have the same PSTN provider, country, and zone (this applies only to locations in India). If it’s different, then the call queue caller ID doesn't display to the agent. This restriction helps to prevent call failure, potential billing issues, and ensures adherence to country-specific telecom regulations.

Examples of invalid cross-location number usage:
- Agent in U.S. location using UK location call queue number.
- Agent in San Jose, California location with PSTN provider 1 using Richardson, Texas call queue number with PSTN provider 2.
Any attempt to disable the Allow agents to use hunt group number as caller ID policy for a Hunt Group is rejected, if any agents are using the Hunt Group Number as their Agent Caller ID.
Number of Calls in Queue—Assign the maximum number of calls for this call queue. Once this number is reached, the overflow settings are triggered.

You can set the number of calls in a queue 0–250.

Don’t set the Number of Calls in Queue to 0. If the Number of Calls in Queue is set to 0, then incoming calls aren’t allowed.
Caller ID—Assign the caller ID for the queue.

This field is mandatory to navigate to the next screen.
- External caller ID phone number—This number is used when the call-back is initiated to the caller. Also, If an agent in a queue makes an external call and the queue has a phone number, that number is used as the caller ID; otherwise, this configured external caller ID number is used. For internal calls made by an agent, if the queue has an extension, that extension is used as the caller ID; otherwise, the queue’s phone number is used.
  Choose any one of the following external caller ID phone numbers:
  - Direct Line—The primary phone number and extension of this call queue.
    If a number isn't assigned to the call queue, then this option won’t appear.
  - Location Number—The main number of the location that this call queue is assigned to.
    
    If the location has no main number, then this option won’t appear.
  - Other number from organization—You can choose other number (both assigned or unassigned) from the drop-down menu.
    If you select an unassigned number, the callback to that number isn’t answered.
    
    You can add a number from another location. However, there’s a restriction that both the call queue’s location and the other number's location must have the same PSTN provider, country, and zone (this applies only to locations in India). This restriction helps to prevent call failure, potential billing issues, and ensures adherence to country-specific telecom regulations.
- First name and Last name—Enter the caller ID first name and last name. The caller ID name entered here, along with the calling party caller ID name and number, shows when the queue agents are receiving an incoming call from the queue.
Language—Select the call queue language from the drop-down menu.

On the Call Routing page, choose one of the following options, and click Next.

Priority Based
- Circular—Cycles through all agents after the last agent that took a call. It sends calls to the next available call queue agent.
- Top Down—Sends calls through the queue of agents in order, starting from the top each time.
- Longest Idle—Sends calls to the agent that has been idled the longest. If they don't answer, proceeds to the next agent who has been idle second longest, and so on, until the call is answered.
- Weighted—Sends calls to agents based on the percentages you assign to each agent in the call queue profile (up to 100%).
- Simultaneous—Sends calls to all agents in a call queue at once.
  
  If you’ve set up a simultaneous call routing pattern and bounced call settings, you can enhance the call distribution of unanswered calls. For more information, see Enhance call queue simultaneous ring call distribution for bounced calls.
Skill Based

When you select skill-based call routing, by default routing happens only based on the skill level. If there’s more than one agent with the same skill level, follow the selected routing pattern (Circular/Top Down/Longest) to resolve the contention to choose the next agent for call routing.
- Circular—Cycles through all agents after the last agent that took a call. It sends calls to the next available call queue agent.
- Top Down—Sends calls through the queue of agents in order, starting from the top each time.
- Longest Idle—Sends calls to the agent that has been idled the longest. If they don't answer, proceeds to the next agent who has been idle second longest, and so on, until the call is answered.

The following table shows the maximum number of agents that you can allocate for each call routing type.

Call routing type	Maximum number of agents allowed
Priority-based
Circular	1,000
Top Down	1,000
Longest Idle	1,000
Weighted	100
Simultaneous	50
Skill-based
Circular	1,000
Top Down	1,000
Longest Idle	1,000

By default, the calls aren’t routed to agents when they are in the Wrapping Up state.

On the Overflow Settings page, configure overflow settings and notification tones for agents, and click Next.

Overflow Settings—Choose one of the following options to handle the overflow calls:
- Perform busy treatment—The caller hears a fast-busy tone.
- Play ringing until caller hangs up—The caller hears ringing until they disconnect.
- Transfer to phone number—Enter the number where you want to transfer overflow calls.
  You can also enable the following settings:
- Enable overflow after calls wait x seconds—With this option you can enter a wait time (in seconds) for callers. Once this wait time is reached by the caller, the overflow treatment is triggered.
- Play announcement before overflow processing—If this option is disabled, callers hear hold music until a user answers the call.
Notification tone for agents—Configure whether to play a notification tone to agents when a supervisor uses functions such as monitoring, barge-in, and coaching. This setting can be configured at organization level and queue level.
- Use organization’s default settings—Choose this option if you want to apply the organization settings for this queue. By default, this option is selected.
  To configure the settings at the organization level, see Configure agent notification tone for supervisor functions.
- Define custom notification settings—To customize the settings for this queue, choose this option and then select the following:
  - Play notification tone for Monitoring
  - Play notification tone for Supervisor Barge in
  - Play notification tone for Coaching
  Selecting these options plays a notification tone for the agent when a supervisor monitors, coaches, or barges in on the call.

On the Announcements page, determine the messages and music that callers hear while waiting in the queue and click Next. You can enable any of the following options:

Welcome Message—Play a message when callers first reach the queue. For example, “Thank you for calling. An agent will be with you shortly.” It can be set as mandatory. If the mandatory option isn’t selected and a caller reaches the call queue while there’s an available agent, the caller won’t hear this announcement and is transferred to an agent.
Estimated wait message for Queued Calls—Notify the caller with either their estimated wait time or position in the queue. If this option is enabled, it plays after the welcome message and before the comfort message.
Comfort Message—Play a message after the welcome message and before hold music. This is typically a custom announcement that plays information, such as current promotions or information about products and services.
Comfort Message Bypass—Play a shorter comfort message instead of the standard Comfort Message or Music On Hold announcement for all calls that should be answered quickly. This feature prevents a caller from hearing a short portion of the standard comfort message that abruptly ends when they are connected to an agent.
Hold Music—Play music after the comfort message in a repetitive loop.
Call Whisper—Play a message to the agent immediately before the incoming call is connected. The message typically announces the identity of the call queue from which the call is coming.

On the Select Agents page, click Add User or Workspace or Virtual Line drop-down, then search or select the users, workspaces, or virtual lines to add to the call queue.

You can assign a skill level (1 being the highest skill level and 20 being the lowest skill level) to each user or workspaces added to the call queue.

You can assign a skill level only when you select a skill-based routing type else you won’t have the option to set the skill level.
By default, agents with skill level 1 (Highest skill level) are added.

You can select the Allow agents on active calls to take additional calls check box if you want to allow agents on active calls to take additional calls.

You can select the Allow agents to join or unjoin the queue check box if you want to allow agents to join or unjoin the queue.

Depending on the call routing option you chose previously, you may need to add extra information such as adding percentage weighting to users or workspaces, or for circular or top-down call routing, drag and drop users and workspaces in the order of their queue position.

If an agent is assigned only an extension, ensure their location has a main number. Without a main number, calls to the queue won’t be routed to the extension-only agents.

On the Review page, review your call queue settings to make sure you've entered the correct details.

Click Create and Done to confirm your call queue settings.

On creating a queue, you can enable or disable the queue using the toggle beside Enable Call Queue.

Toggling off the Enable Queue disables all new calls to the queue and presents a busy status to the caller. Also, it resets the call routing type allocation for the next agent, for example, circular routing will default to the first agent in the list.

Watch this video demonstration on how to create a new call queue in the Control Hub.

Create call queues in bulk

You can add and manage call queues in bulk using a call queue CSV. This section covers the specific fields and values needed for the CSV upload of Webex Calling call queues.

Before you begin

Before uploading your call queue CSV, make sure to read Bulk provisioning Webex Calling elements using CSV to understand the CSV conventions.
You can either export your current call queues, which allows you to add, delete, or modify your existing data set, or you can export a sample set of call queues. Once modified, you can upload the file through the bulk features.

Exporting CSV file into ZIP file format: When exporting data to a CSV file, the number of records may exceed 1000. In such cases, download the ZIP file, which contains the full set of records in a single CSV file. A separate folder containing all the data breaks down into multiple CSV files with less than 1000 records. These files are generated for the administrators to quickly import any updates and upload.
It’s important to know the mandatory and optional columns, and information that you need to provide when filling out the CVS template. You can find the specific fields for the call queue CSV in the table under the Prepare your CSV section.
The maximum amount of rows is 1,000 (not including the header).
Agents can be users or workspaces. For users, enter the user’s email address. For workspaces, enter the workspace name.
Each row can hold a maximum of 50 agents. See Add or edit more than 50 agents at a time for more information.

Bulk add call queues

To add call queues in bulk, you’ll simply download and fill out a blank CSV template.

Call forwarding settings for a call queue can’t be modified in bulk. To edit call forwarding for a call queue, see Configure call forwarding for a call queue.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Click Manage > Bulk manage.
5	Select a location for the call queues you'd like to add.
6	Click Download .csv template.
7	Fill out the spreadsheet.
8	Upload the CSV file by dragging and dropping or clicking Choose a file.
9	Click Upload. When successfully uploaded, you can click See Tasks Page for details to view the status of the changes.

Bulk edit call queues

To modify call queues in bulk, you’ll simply download the current CSV data and make the necessary changes to the spreadsheet.

Call forwarding settings for a call queue can’t be modified in bulk. To edit call forwarding for a call queue, see Configure call forwarding for a call queue.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Click Manage > Bulk Manage.
5	Select a location for the call queues you’d like to modify.
6	Click Download data. If the data for the call queues you’ve selected exceeds the maximum (more than 10,000 rows for each CSV), you receive a zipped file with multiple CSV files included.
7	Make the necessary changes to the spreadsheet.
8	Upload the modified CSV file by dragging and dropping or clicking Choose a file.
9	Click Upload. When successfully uploaded, you can click See Tasks Page for details to view the status of the changes.

Prepare your CSV

Use this table to see what fields are mandatory or optional, and what you need to determine when adding or editing call queues in bulk.

Columns are either mandatory or optional fields. This varies depending on whether you’re using the CSV to add a new call queue or edit an existing call queue.

Column	Mandatory or optional (Add a call queue)	Mandatory or optional (Edit a call queue)	Description	Supported values
Name	Mandatory	Mandatory	Enter the name of the call queue. Call queue names within the same location need to be uniquely identifiable. If the call queues are in different locations, they can have the same call queue name.	Example: San Jose Call Queue Character length: 1-30
Phone Number	Mandatory (if extension is left blank)	Optional	Enter the call queue phone number. You must have either a phone number or an extension.	Only E.164 numbers are allowed for CSV import. Example: +12815550100 Phone number must be on the Numbers tab in Control Hub.
Extension	Mandatory (if the phone number is left blank)	Optional	Enter the call queue extension. You must have either a phone number or an extension.	Two to ten digit extension. 00-999999
Location	Mandatory	Mandatory	Enter the location to assign this call queue.	Example: San Jose Location must be on the Locations tab in Control Hub.
External Caller ID Number	Optional	Optional	Enter the external caller ID phone number in E164 format.	Example: +19095550000. Character length: 1-23
Caller ID First Name	Optional	Optional	Enter the first name to display for the call queue’s calling line ID (CLID). The caller ID name entered here, along with the calling party caller ID name and number, shows when the queue agents are receiving an incoming call from the queue.	Example: San Only UTF-8 characters are supported. Character length: 1-30
Caller ID Last Name	Optional	Optional	Enter the last name to display for the call queue’s calling line ID (CLID). The caller ID name entered here, along with the calling party caller ID name and number, shows when the queue agents are receiving an incoming call from the queue.	Example: Jose Only UTF-8 characters are supported. Character length: 1-30
Language	Optional	Optional	Enter the announcement language for your call queue.	Example: en_us
Timezone	Optional	Optional	Enter the call queue time zone key. This time zone applies to the schedules applied to this call queue.	Example: America/Chicago Character length: 1-127
Call Queue Enable	Optional	Optional	Use this column to activate or deactivate the call queue.	ENABLED, DISABLED, enabled, disabled
Number of Calls in Queue	Optional	Optional	Enter the limit for the number of calls the system keeps in queue, waiting for an available agent.	Range: 1-250 Don’t set the Number of Calls in Queue to 0. If it's set to 0, then incoming calls aren’t allowed.
Call Routing Type (Priority / Skill Based)	Optional	Optional This field is mandatory when you edit the call routing pattern.	Select the call routing type for your call queue.	PRIORITY_BASED, SKILL_BASED
Call Routing Pattern	Mandatory	Optional	Enter the call queue routing pattern. Choose one of the following supported policies.	When the Call Routing Type is Priority Based, values are: CIRCULAR, REGULAR, SIMULTANEOUS, UNIFORM, WEIGHTED When the Call Routing Type is Skill Based, values are: CIRCULAR, REGULAR, SIMULTANEOUS.
Phone Number For Outgoing Calls Enable	Optional	Optional	Enter TRUE to enable the queue phone number for outgoing calls. Enter FALSE to disable the queue phone number for outgoing calls.	TRUE, FALSE
Allow Agent Join Enable	Optional	Optional	Enter TRUE to join agents to the queue. Enter FALSE to unjoin agents from the queue.	TRUE, FALSE
Overflow Action	Optional	Optional	Enter the call queue overflow processing action. Choose from one of the supported actions.	PERFORM_BUSY_TREATMENT, TRANSFER_TO_PHONE_NUMBER, PLAY_RINGING_UNTIL_CALLER_HANGS_UP
Overflow Enable	Optional	Optional	Enter TRUE to enable overflow treatment after a set amount of time. Enter FALSE to disable overflow treatment after a set amount of time. If you enter TRUE, enter the time in the Overflow After Wait Time column.	TRUE, FALSE
Play Ringing Tone To Callers When Their Call Is Sent To An Available Agent	Optional	Optional	If no value is defined at the time of creation, the value is set to TRUE.	TRUE, FALSE
Reset Caller Statistics Upon Queue Entry	Optional	Optional	If no value is defined at the time of creation, the value is set to TRUE.	TRUE, FALSE
Overflow Transfer Number	Optional	Optional	Enter the number where you want to transfer overflow calls.	Example: 1112223333 Phone number must be on the Numbers tab in Control Hub. Character length: 1-23
Overflow Transfer to Voicemail Enable	Optional	Optional	Enter TRUE to enable overflow transfer to voicemail. Enter FALSE to disable overflow transfer to voicemail.	TRUE, FALSE
Overflow After Wait Time	Optional	Optional	Enter the time to wait (in seconds) for any agent to answer before forwarding the caller elsewhere.	Range: 1-7200
Overflow Announcement Enable	Optional	Optional	Enter TRUE to play announcement before overflow processing. Enter FALSE to not play the announcement before overflow processing.	TRUE, FALSE
Welcome Message Enable	Optional	Optional	Enter TRUE to play a message when callers first reach the queue. Enter FALSE to not play a message when callers first reach the queue.	TRUE, FALSE
Welcome Message Mandatory	Optional	Optional	Enter TRUE if you want the welcome message to play for every caller. Enter FALSE to if you don't want the welcome message to play for every caller.	TRUE, FALSE
Wait Message Enable	Optional	Optional	Enter TRUE to notify the caller with either their estimated wait time or position in the queue. If this option is enabled, it plays after the welcome message and before the comfort message. Enter FALSE to not notify the caller with either their estimated wait time or position in the queue. If you enter TRUE, enter the details in the Wait Message Mode column.	TRUE, FALSE
Wait Message Mode	Optional	Optional	Choose what you want your wait message to communicate to callers. Choose from one of the supported options.	TIME, POSITION
Wait Message Handling Time	Optional	Optional	Enter the default number of call handling minutes.	Range: 1-100
Wait Message Play Position	Optional	Optional	Enter the number of positions for which the estimated wait is played.	Range: 1-100
Wait Message Wait Time	Optional	Optional	Enter the number of minutes for which the estimated wait is played.	Range: 1-100
Wait Message High Volume Message	Optional	Optional	Enter TRUE to enable the wait message to play a message informing callers that there’s a high volume of calls. Enter FALSE to disable the wait message.	TRUE, FALSE
Comfort Message Enable	Optional	Optional	Enter TRUE to play a message after the welcome message and before hold music. Enter FALSE to not play a message after the welcome message and before hold music. If you enter TRUE, enter the number of seconds in the Comfort Message Time column.	TRUE, FALSE
Comfort Message Time	Optional	Optional	Enter the interval in seconds between each repetition of the comfort message played to callers in the queue.	Range: 1-600
Hold Music Enable	Optional	Optional	Enter TRUE to enable hold music for queued calls. Enter FALSE to disable hold music for queued calls.	TRUE, FALSE
Hold Music Alternate Source Enable	Optional	Optional	Enter TRUE to enable a non-default music-on-hold file. Enter FALSE to disable a non-default music-on-hold file.	TRUE, FALSE
Comfort Message Bypass Enable	Optional	Optional	Enter TRUE to enable comfort message bypass for queued calls. Enter FALSE to disable comfort message bypass for queued calls.	TRUE, FALSE
Comfort Message Bypass Call Wait Time	Optional	Optional	Enter the interval in seconds for the comfort message bypass call wait time for callers in the queue.	Range: 1-120
Whisper Message Enable	Optional	Optional	Enter TRUE to enable the whisper message for queued calls. Enter FALSE to disable the whisper message for queued calls.	TRUE, FALSE
Allow Multiple Calls Per Agent	Optional	Optional	Enter TRUE to enable call waiting for agents. Enter FALSE to disable the call waiting for agents.	TRUE, FALSE
Bounced Call Enable	Optional	Optional	Enter TRUE to enable bounced calls for this queue. Enter FALSE to disable bounced calls for this queue. If you enter TRUE, enter the number of rings in the Bounced Call Number of Rings column.	TRUE, FALSE
Bounced Call Number of Rings	Optional	Optional	Enter the number of rings to wait for the currently hunted agent to answer before hunting to the next available agent.	Range: 1-20
Bounced Call If Agent Unavailable	Optional	Optional	Enter TRUE to enable Bounce calls if the agent becomes unavailable while routing the call. Enter FALSE to disable Bounce calls if the agent becomes unavailable while routing the call.	TRUE, FALSE
Bounce Call After Set Time Enable	Optional	Optional	Enter TRUE to enable bounce calls after being on hold by the agent for longer than <X> seconds. Enter FALSE to disable bounce calls after being on hold by the agent for longer than <X> seconds. If you enter TRUE, enter the number of seconds in the Bounce Call After Set Time column.	TRUE, FALSE
Bounce Call After Set Time	Optional	Optional	Enter the number of seconds after which a held call should be bounced. If the Bounce Call After Set Time Enable column is set true and you don't fill this row, then the default value 60 is used.	Range: 1-600
Alert Agent If Call On Hold Enable	Optional	Optional	Enter TRUE to enable the Alert agent if the call is on hold for longer than <X> seconds. Enter FALSE to disable the Alert agent if the call is on hold for longer than <X> seconds. If you enter TRUE, enter the number of seconds in the Alert Agent If Call On Hold Time column.	TRUE, FALSE
Alert Agent If Call On Hold Time	Optional	Optional	Enter the number of seconds after which to alert the agent about the held call. If the Alert Agent If Call On Hold Enable column is set to true and you don't fill this row, then default value 30 is used.	Range: 1-600
Distinctive Ringing Enable	Optional	Optional	Enter TRUE to enable the distinctive ringing for the queue calls. If enabled, agents hear a distinctive ringing when they receive calls from the queue. Enter FALSE to disable the distinctive ringing for the queue calls. If you enter TRUE, enter the type of ring patter in the Distinctive Ring Pattern column.	TRUE, FALSE
Distinctive Ringing Pattern	Optional	Optional	If distinctive ringing is enabled, choose the distinctive ringing ring pattern. Choose from one of the supported options.	NORMAL, LONG_LONG, SHORT_SHORT_LONG, SHORT_LONG_SHORT
Alternate Number Distinctive Ringing Enable	Optional	Optional	Enter TRUE to enable a distinctive ringing for alternate numbers. Enter FALSE to disable a distinctive ringing for alternate numbers. If you enter TRUE, enter the ring patter in the Alternate Numbers Ring Pattern column.	TRUE, FALSE
Alternate Numbers Action	Optional	Optional	Enter ADD to add the alternate numbers you list in this row. Enter REMOVE to remove the alternate numbers you list in the row. Enter REPLACE if you want to remove all the previously entered alternate numbers and replace it with the alternate numbers you’re adding in this row only.	ADD, REPLACE, REMOVE
Agent Action	Optional	Optional	Enter ADD to add the agents you list in this row. Enter REMOVE to remove the agents you list in the row. Enter REPLACE if you want to remove all the previously entered agents and replace it with the agents you’re adding in this row only.	ADD, REPLACE, REMOVE
Use Enterprise Play Tone To Agent Settings Enabled	Optional	Optional	Enable or disable to use the organization level settings to all call queues.	TRUE, FALSE
Play Tone To Agent For Barge In Enabled	Optional	Optional	Enable or disable to play a notification tone to the agent when a supervisor barges in to the agent's call.	TRUE, FALSE
Play Tone To Agent For Silent Monitoring Enabled	Optional	Optional	Enable or disable to play a notification tone to the agent when a supervisor monitors the agent's call.	TRUE, FALSE
Play Tone To Agent For Supervisor Coaching Enabled	Optional	Optional	Enable or disable to play a notification tone to the agent when a supervisor coaches an agent's call.	TRUE, FALSE
Overflow Announcement Type	Optional	Optional	Select Default or Custom announcement type. If you choose Custom, then enter the announcement name, media type, and level.	DEFAULT, CUSTOM
Welcome Message Announcement Type	Optional	Optional	Select Default or Custom announcement type. If you choose Custom, then enter the announcement name, media type, and level.	DEFAULT, CUSTOM
Comfort Message Announcement Type	Optional	Optional	Select Default or Custom announcement type. If you choose Custom, then enter the announcement name, media type, and level.	DEFAULT, CUSTOM
Hold Music Announcement Type	Optional	Optional	Select Default or Custom announcement type. If you choose Custom, then enter the announcement name, media type, and level.	DEFAULT, CUSTOM
Hold Music Alternate Source Announcement Type	Optional	Optional	Select Default or Custom announcement type. If you choose Custom, then enter the announcement name, media type, and level.	DEFAULT, CUSTOM
Comfort Message Bypass Announcement Type	Optional	Optional	Select Default or Custom announcement type. If you choose Custom, then enter the announcement name, media type, and level.	DEFAULT, CUSTOM
Whisper Message Announcement Type	Optional	Optional	Select Default or Custom announcement type. If you choose Custom, then enter the announcement name, media type, and level.	DEFAULT, CUSTOM
Overflow Announcement Name 1...4	Optional	Optional	Enter the custom overflow announcement name.	Example: Overflow
Overflow Announcement Media Type 1...4	Optional	Optional	Enter the custom overflow message media type.	WAV
Overflow Announcement Level 1...4	Optional	Optional	Enter the level (organization, location, or queue/entity) at which the custom overflow message announcement is defined.	LOCATION,ORGANIZATION,ENTITY
Welcome Message Announcement Name 1...4	Optional	Optional	Enter the custom welcome message announcement name.	Example: Welcome message
Welcome Message Announcement Media Type 1...4	Optional	Optional	Enter the custom welcome message media type.	WAV
Welcome Message Announcement Level 1...4	Optional	Optional	Enter the level (organization, location, or queue/entity) at which the custom welcome message announcement is defined.	LOCATION,ORGANIZATION,ENTITY
Comfort Message Announcement Name 1...4	Optional	Optional	Enter the custom comfort message announcement name.	Example: Comfort message
Comfort Message Announcement Media Type 1...4	Optional	Optional	Enter the custom comfort message media type.	WAV
Comfort Message Announcement Level 1...4	Optional	Optional	Enter the level (organization, location, or queue/entity) at which the custom comfort message announcement is defined.	LOCATION,ORGANIZATION,ENTITY
Hold Music Announcement Name 1...4	Optional	Optional	Enter the custom hold music message announcement name.	Example: Hold music
Hold Music Announcement Media Type 1...4	Optional	Optional	Enter the custom hold music message media type.	WAV
Hold Music Announcement Level 1...4	Optional	Optional	Enter the level (organization, location, or queue/entity) at which the custom hold music announcement is defined.	LOCATION,ORGANIZATION,ENTITY
Hold Music Alternate Source Announcement Name 1...4	Optional	Optional	Enter the custom hold music alternate source announcement name.	Example: Hold music alternate source
Hold Music Alternate Source Announcement Media Type 1...4	Optional	Optional	Enter the custom hold music alternate source announcement media type.	WAV
Hold Music Alternate Source Announcement Level 1...4	Optional	Optional	Enter the level (organization, location, or queue/entity) at which the custom hold music alternate source announcement is defined.	LOCATION,ORGANIZATION,ENTITY
Comfort Message Bypass Announcement Name 1...4	Optional	Optional	Enter the custom comfort bypass announcement name.	Example: Comfort message bypass
Comfort Message Bypass Announcement Media Type 1...4	Optional	Optional	Enter the custom comfort bypass message media type.	WAV
Comfort Message Bypass Announcement Level 1...4	Optional	Optional	Enter the level (organization, location, or queue/entity) at which the custom comfort bypass announcement is defined.	LOCATION,ORGANIZATION,ENTITY
Whisper Message Announcement Name 1...4	Optional	Optional	Enter the custom whisper message announcement name.	Example: Whisper message
Whisper Message Announcement Media Type 1...4	Optional	Optional	Enter the custom whisper message media type.	WAV
Whisper Message Announcement Level 1...4	Optional	Optional	Enter the level (organization, location, or queue/entity) at which the custom whisper message announcement is defined.	LOCATION,ORGANIZATION,ENTITY
Alternate Number(s)	Optional	Optional	Enter the alternate number(s) to assign to the call queue.	Example: 1112223333 Phone number must be on the Numbers tab in Control Hub. Character length: 1-23
Alternate Numbers Ring Pattern	Optional	Optional	If distinctive ringing is enabled for alternate numbers, choose the distinctive ringing ring pattern. Choose from one of the supported options.	NORMAL, LONG_LONG, SHORT_SHORT_LONG, SHORT_LONG_SHORT
Agent1 ID, Agent2 ID… Agent50 ID	Optional	Optional	Enter the agents you’d like to assign to the call queue. Agents can be users or workspaces. For users, enter the user’s email address. For workspaces, enter the workspace name.	Example: test@example.com Character length: 1-161
Agent1 Weight, Agent2 Weight... Agent50 Weight	Optional	Optional	If the call routing policy for the call queue is weighted, enter the agent’s percentage weighting.	Range: 0-100
Agent1 Skill Level, Agent2 Skill Level... Agent50 Skill Level	Optional	Optional	Select the agent skill level for the assigned agents.	Range: 1-20

Add or edit more than 50 agents at a time

Each row can hold a maximum of 50 agents and their associated call routing weight percentage (if applicable). To add or edit more than 50 agents, using the CSV file, follow these steps.

Enter the 50 agents, and their associated call routing weight percentage (if applicable), that you’d like to add or edit on the first row for the call queue you’re adding or editing.

On the next row, you only have to enter information in the following columns to add or edit additional agents:

Name—Enter the same name as the row above to add or edit more agents.
Location—Enter the same location as the row above to add or edit more agents.
Agent Action—Enter ADD to add the agents you list in this row. Enter REMOVE to remove the agents you list in this row.

If you enter REPLACE, you will remove all previously entered agents and replace with the agents you are adding in this row only.
Agent1, Agent2, etc.—Enter the user’s email or workspace name that you’d like to add, remove, or replace.
(Optional) Agent1 Weight, Agent2 Weight, etc.— If the call routing policy for the call queue is weighted, enter the agent’s percentage weighting.

You can leave all other columns blank.

Continue to do this until you have added all of the agents you need to add or edit.

Manage calls in a call queue

Make sure customers are reaching the right agents at the right time when they call into a call queue. You can configure and edit the following incoming call settings for a call queue in the Control Hub:

Call forwarding
Routing pattern
Overflow settings
Bounced call settings
Call back settings

Edit call queue settings

You can change the language, number of calls for the queue, and the caller ID for your call queue.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Select a call queue to edit from the list.
5	Go to Overview section and click General settings.
6	Edit any of the following fields: Number of Calls in Queue—This is the maximum number of calls for this call queue. Once this number is reached, the overflow settings are triggered. You can set the number of calls in a queue from 0–250. Don’t set the Number of Calls in Queue to 0. If it’s set to 0, then incoming calls aren’t allowed. Language—This language applies to the audio announcements for this call queue. Time Zone—This time zone applies to the schedules applied to this call queue. Caller ID—Assign the caller ID for the queue. External caller ID phone number—This number is used when the call back is initiated to the caller. Also, If an agent in a queue makes an external call and the queue has a phone number, that number is used as the caller ID; otherwise, this configured external caller ID number is used. For internal calls made by an agent, if the queue has an extension, that extension is used as the caller ID; otherwise, the queue’s phone number is used. Choose any one of the following external caller ID phone numbers: Direct Line—The primary phone number and extension of this call queue. If a number isn't assigned to the call queue, then this option won’t appear. Location Number—The main number of the location that this call queue is assigned to. If the location has no main number, then this option won’t appear. Other number from organization—You can choose other number (both assigned or unassigned) from the drop-down menu. If you select an unassigned number, the callback to that number isn’t answered. You can add a number from another location. However, there’s a restriction that both the call queue’s location and the other number's location must have the same PSTN provider, country, and zone (this applies only to locations in India). This restriction helps to prevent call failure, potential billing issues, and ensures adherence to country-specific telecom regulations. First name and Last name—Enter the caller ID first name and last name. The caller ID name entered here, along with the calling party caller ID name and number, shows when the queue agents are receiving an incoming call from the queue. Notification tone for agents—Configure whether to play a notification tone to agents when a supervisor uses functions such as monitoring, barge-in, and coaching. This setting can be configured at organization level and queue level. Use organization’s default settings—Choose this option if you want to apply the organization settings for this queue. By default, this option is selected. To configure the settings at the organization level, see Configure agent notification tone for supervisor functions. Define custom notification settings—To customize the settings for this queue, choose this option and then select the following: Play notification tone for Monitoring Play notification tone for Supervisor Barge in Play notification tone for Coaching Selecting these options plays a notification tone for the agent when a supervisor monitors, coaches, or barges in on the call. Distinctive Ringing—This is a special ring pattern to distinguish incoming calls from this call queue.
7	Click Save.

Edit call queue phone numbers

You can change your call queue phone number and add up to 10 alternate numbers.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Select a call queue to edit from the list.
5	Go to Overview section and click Phone numbers.
6	Edit the Phone Number and Extension. If you've left the extension field blank when creating the call queue, the system automatically assigns the last four digits of the phone number as an extension for this call queue.
7	Enable the Allow agents to use call queue number as caller ID to allow the agents to use the call queue number as the caller ID. There’s a restriction that both the call queue’s location and the agent’s location must have the same PSTN provider, country, and zone (this applies only to locations in India). If it’s different, then the call queue caller ID doesn't display to the agent. This restriction helps to prevent call failure, potential billing issues, and ensures adherence to country-specific telecom regulations. Examples of invalid cross-location number usage: Agent in U.S. location using UK location call queue number. Agent in San Jose, California location with PSTN provider 1 using Richardson, Texas call queue number with PSTN provider 2.
8	Add Alternate Numbers using the search function.
9	Enable or disable Distinctive Ringing for the alternate numbers assigned to the call queue by clicking the toggle.
10	In the table, select the ring pattern to assign to each alternate number using the drop-down menu in the Ring Pattern column.
11	Click Save.

Edit call forwarding settings

You can forward all incoming calls dependent on a set of criteria that you define.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Select a call queue to edit from the list.
5	Go to Overview section and click Call forwarding.
6	Toggle the Call Forwarding feature on.
7	Choose from one of the following options: Always Forward Calls—Always forward calls to a designated number. Selectively Forward Calls—Forward calls to a designated number depending on criteria. Forward calls by mode—Forward calls based on operating modes. See Call routing based on operating modes in Webex Calling for more details. If you choose Selectively Forward Calls, you need to have at least one rule for forwarding applied for call forwarding to be active.
8	Assign the number you want to forward calls to. If you have chosen Always Forward Calls, click Save. When choosing Always Forward or Selectively Forward, check the Send to Voicemail check box to forward all calls to an internal voicemail. The Send to Voicemail check box is disabled when an external number is entered.
9	If you choose Selectively Forward Calls, create a rule by clicking Add When to Forward or Add When Not to Forward.
10	Create a Rule Name.
11	For When to Forward or When Not to Forward, select a Business Schedule and Holiday Schedule from the drop-down menu.
12	For Forward To, select at least one option from Default Phone Number or add a Different Phone Number.
13	For Calls From, select Any Number or Selected Numbers with at least one option from the following: Any Number—Forwards all calls in the specified rule. Any Private Numbers—Forwards calls from private numbers. Any Unavailable Numbers—Forwards calls from unavailable numbers. Add Specific Numbers—Forwards calls from up to 12 numbers that you define.
14	For Calls To, select a number or alternative number from the drop-down menu, so that calls are forwarded when a call is received to this number in your organization that you define.
15	Click Save.

The rules created for the selectively forward calls are processed based on the following criteria:

The rules are sorted in the table by rule name character. Example: 00_rule, 01_rule, and so on.
The "Not to Forward" rule always takes precedence over the "Forward" rule.
The rules are processed based on the order they are listed in the table.
You can create multiple rules. However, if a rule is satisfied, the system no longer checks the next rule. If you want the specific rule to check first, we suggest that you update the rule name with numbers. For example: If you want the holiday rule to check before the business closed hours rule, then name the rule as 01-Holiday and 02-Closed.

To know more about the basic functionality and examples of the selectively forward call, see Configure Call Forwarding Selective for Webex Calling.

What to do next

Once a rule is created, you can enable or disable a rule using the toggle beside the rule in the table. You can also change or delete a rule at any time by clicking Edit or Delete button represented by a trash bin icon . Hunt group call forwarding settings in Control Hub, 'When to Forward' and 'When Not to Forward' rule table.

Edit overflow settings

The overflow settings determine how your overflow calls are handled when the call queue becomes full.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Select a call queue to edit from the list.
5	Go to Overview section and click Overflow Settings.
6	Enable or disable the following settings: Play ringing tone to callers when their call is set to an available agent Reset caller statistics upon queue entry
7	Choose how to handle new calls when the queue is full: Perform busy treatment—The caller hears a fast-busy tone. Play ringing until caller hangs up—The caller hears ringing until they disconnect. Transfer to phone number—Enter the number where you want to transfer overflow calls.
8	Enable or disable the following settings: Enable overflow after calls wait x seconds—With this option, you can enter a wait time (in seconds) for callers. Once this wait time is reached by the caller, the overflow treatment is triggered. Play announcement before overflow processing—If this option is disabled, callers will hear the hold music until the call is answered by a user.
9	Click Save.

Edit routing type

You can change the call routing pattern of your existing call queue.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Select a call queue to edit from the list.
5	Go to Overview section and click Call routing type.
6	Edit the following options: Priority Based Circular—Cycles through all agents after the last agent that took a call. It sends calls to the next available call queue agent. Top Down—Sends calls through the queue of agents in order, starting from the top each time. Longest Idle—Sends calls to the agent that has been idled the longest. If they don't answer, proceeds to the next agent who has been idle second longest, and so on, until the call is answered. Weighted—Sends calls to agents based on the percentages you assign to each agent in the call queue profile (up to 100%). Simultaneous—Sends calls to all agents in a call queue at once. Skill Based When you select skill-based call routing, by default agents with skill level 1 (Highest skill level) are added and routing happens only based on the skill level (1 being the highest skill level and 20 being the lowest skill level). If there’s a more than one agent with the same skill level, then the selected routing pattern(Circular/Top Down/Longest) is followed to resolve the contention to choose the next agent for call routing. Circular—Cycles through all agents after the last agent that took a call. It sends calls to the next available call queue agent. Top Down—Sends calls through the queue of agents in order, starting from the top each time. Longest Idle—Sends calls to the agent that has been idled the longest. If they don't answer, proceeds to the next agent who has been idle second longest, and so on, until the call is answered.
7	Click Save.

Edit bounced calls settings

Bounced calls are those that were sent to an available agent, but the agent doesn’t answer. These calls are then placed back into the queue at the top of all the queued calls. You can edit how bounced calls are handled.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Select a call queue to edit from the list.
5	Go to Overview section and click Bounced Calls.
6	Select the toggle next to any of the following options to enable or disable the setting: Bounce calls after set number of rings—If this option is selected, then enter the number of rings. Bounce if agent becomes unavailable Alert agent if call on hold for a set wait time—If this option is selected, then enter the wait time in seconds. Bounce if call on hold for set wait time—If this option is selected, then enter the wait time in seconds.
7	Enable or disable Distinctive Ringing for bounced calls. If enabled, choose the ring pattern from the drop-down menu.
8	Click Save. If you’ve set up a call queue with simultaneous call routing pattern and bounced call settings, you can enhance the call distribution of unanswered calls. For more information, see Enhance call queue simultaneous ring call distribution for bounced calls.

Edit call back settings

The call back option allows callers to receive a call-back to the phone number provided when their original position in the queue reaches. The phone number is verified against a location’s outgoing calls policy.

Before you begin

You can configure the call back settings only if you've enabled the Estimated wait message for queued calls option. For more information, see the Estimated wait message for queued calls section.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Select a call queue to edit from the list.
5	Go to Overview section and click Call Back.
6	Toggle the Call Back option on.
7	Enter Minimum estimated time for call back option in minutes. This determines at what estimated wait time the caller receives the call back prompt. This option works along with the Estimated wait message for Queued Calls. If this value is equal to or lower than the Default Call Handling Time announcement value, then the call back prompt plays. If this value is higher than the Default Call Handling Time announcement value, then the call back prompt doesn't play.
8	Check the Allow international call-back number prompt check box. This allows international users wanting a call-back to enter their country code. The call-back numbers validate against a location's policy on outgoing calls.
9	Click Save.

Manage call queue policies

With call queue policies, you can configure how to route calls during holiday and after-hour periods, temporarily divert new incoming calls, and manage the calls in queue when the agents are unavailable.

Call Queue policies are important to understand how calls get routed in and out of the queue. The services that are part of queue policies take precedence based on the following order of priority:

Holiday Service
Night Service
Forced Forwarding
Stranded Calls

The services enabled in the call queue take the order of precedence and enter the call queue to determine how the call is.

Handled when the call queue becomes full
Bounced when the agent doesn’t answer the calls
Processed when the queue has no agents

Manage holiday service

Configure the call queue to route calls differently during the holidays.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Select a call queue to edit from the list.
5	Go to Queue Policies section and click Holiday Service.
6	Enable the Holiday Service.
7	Select an option from the drop-down list. Perform a busy treatment Transfer to phone number - Enter the phone number you want to transfer the call to.
8	Select Holiday Schedule from the drop-down list. You can also create a new holiday schedule if a specific holiday schedule isn’t listed in the drop-down list. For details, see configure schedules.
9	Select Play announcement before holiday service action to play the holiday service announcement.
10	Choose an Announcement audio with one of the following options: Default Greeting Custom Greeting - you can upload a custom message. Click Select file to upload a custom announcement file from your local system. Select the uploaded custom announcement file from the drop-down list.
11	Click Save to save the service.

Manage night service

Configure the call queue to route calls differently during the hours when the queue isn’t in service. This is determined by a schedule that defines the business hours of the queue.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Select a call queue to edit from the list.
5	Go to Queue Policies section and click Night Service.
6	Enable Night Service.
7	Select an option from the drop-down list. Perform a busy treatment Transfer to phone number - Enter the phone number you want to transfer the call to.
8	Check the Play announcement before night service action check box to play the night service announcement.
9	Choose an Announcement type with one of the following: Default Greeting Custom Greeting - you can upload a custom message. Click Select file to upload a custom announcement file from your local system. You can upload a maximum of four files. Select the uploaded custom announcement file from the drop-down list.
10	Select Business Hours from the drop-down list. You can also configure a new business hours schedule if a specific business hour isn’t listed in the drop-down list. For details, see configure schedules.
11	Enable Forced Night service now regardless of business hours schedule to force calls regardless of business hours.
12	Choose an Announcement type with one of the following options: Default Greeting Custom Greeting - you can upload a custom message. Click Select file to upload a custom announcement file from your local system. Select the uploaded custom announcement file from the drop-down list.
13	Click Save to save the service.

Manage forced forwarding

Forced forwarding allows the queue to be put in an emergency mode to forward calls to a different location during the emergency. Configure the call queue to temporarily divert new incoming calls to a different route independent of the Night Service and Holiday Service route.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Select a call queue to edit from the list.
5	Go to Queue Policies section and click Forced Forwarding.
6	Enable Forced Forwarding.
7	Enter the phone number you want to transfer the call to.
8	Select Play announcement before forwarding to play the forced forward announcement.
9	Choose an Announcement audio with one of the following options: Default Greeting Custom Greeting - you can upload a custom message. Click Select file to upload a custom announcement file from your local system. Select the uploaded custom announcement file from the drop-down list.
10	Click Save to save the service.

Manage stranded calls

A stranded call is processed by a queue that has no agents currently staffed. Configure the call queue routing policy for calls stranded in the queue when all the agents are signed out.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Select a call queue to edit from the list.
5	Go to the Queue Policies section and click Stranded Calls.
6	Trigger policy when all agents are unreachable—Enable this option to reroute your calls to an external number, even if agents are logged in but not reachable due to events like power outages or network connectivity. Stranded call handling does not activate if at least one staffed agent remains in the wrap-up or busy state. The option is effective after the call has bounced off all available and attempted agents. The unreachable agent’s ACD state remains set to Available.
7	Select from the options for stranded calls. Leave in Queue—The call remains in the queue. Perform Busy Treatment—Calls are removed from the queue and are provided with a busy treatment. If the queue is configured with a call forwarding busy or voice messaging service, then the call is handled accordingly. Transfer to Phone Number—Calls are removed from the queue and are transferred to the configured phone number. Night Service—Calls are handled according to the night service configuration. If the night service action isn’t enabled, then the stranded calls remain in the queue. Play ringing until caller hangs up—Calls are removed from the queue and are provided with ringing until the caller releases the call. The ringback tone played to the caller is localized according to the country code of the caller. Play an announcement until caller hangs up—Calls are removed from the queue and are provided with an announcement that is played in a loop until the caller releases the call. Choose an Announcement audio with one of the following options: Default Greeting Custom Greeting—you can upload a custom message. Click Select file to upload a custom announcement file from your local system. Select the uploaded custom announcement file from the drop-down list.
8	Click Save.

Manage call queue announcements

Edit call queue announcement settings

Call queue announcements are messages and music that callers hear while waiting in the queue. You can manage your announcement settings for an existing call queue.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Select a call queue to edit from the list.
5	Go to Announcements section and click Announcements.
6	Edit any of the following announcement setting services:

Welcome message

Play a message when callers first reach the queue.

1	Enable Welcome Message. The welcome message plays to every caller unless an agent is available to service the call.
2	Select Welcome message is mandatory. Selecting this option causes the message to play to a caller before presented to an agent even if an agent is available.
3	Choose one of the following message types: Default Greeting—Plays the default message. Custom Greeting—You can select an announcement message or upload a new custom message. You can add up to four announcement messages. The announcements play sequentially.
4	Click Save.

Estimated wait message for queued calls

Notify the caller with either their estimated wait time or position in the queue.

1	Enable Estimated wait message for queued calls. Enabling this option plays the wait message after the welcome message and before the comfort message.
2	Set the Default Handling Time 1–100 minutes. This time is the estimated handling time per call (in minutes). The system uses this time to calculate the estimated wait time, and announces it to the user if you select the Announce Wait Time option as the announcement type. This option works along with the Minimum estimated time for call back option. If you want to play the call back prompt to the caller, then this value must be equal or higher than the Minimum estimated time for call back option value.
3	Enable the Repeat periodic playing of Estimated wait message option and set the time 10–600 seconds. If you enable this option, the estimated wait time message announcement (queue position or wait time message) plays at a determined interval until the system reaches the Minimum estimated time for call back option value. If you disable this option, then the call back prompt plays immediately.
4	Choose the type of wait message announcement to play for the callers. Announce queue position—Plays a message "You’re caller number in the queue; please hold" for callers based on the queue position. Enter the number of callers who can hear their queue position. For example, if you set it to 25 callers, callers 1–25 hears this message. If the caller’s queue position is below the entered value, then this announcement plays. If the caller’s queue position is above the entered value and you enable the Play high volume message option, then the high-volume message plays. Announce wait time—Plays a message notifying the customer about the estimated wait time. Enter the time, in minutes, to play a message for callers whose wait time is less than the entered value. This option plays a message “Your call should be answered in approximately <X> minutes; please hold" based on the wait time. To determine the wait time, you can use the following algorithm to check against the configured value: Estimated wait time = ([position in queue * average call handling time] / [number of agents available or wrap-up]) The system uses the default handling time when the average call handling time isn’t available. If the estimated wait time value is higher than the Announce wait time value and you select the Play high volume message, then the system plays the high volume message.
5	Select Play high volume message to play an announcement when all volumes are higher than the maximum queue position defined. Enabling this option plays the call back prompt after this announcement.
6	Click Save.

Comfort message

Play a message after the welcome message and before hold music. It’s typically a custom announcement that plays information, such as current promotions or information about products and services.

1	Enable Comfort Message.
2	Set the time in seconds for a caller to hear the comfort message.
3	Choose one of the following message types: Default Greeting—Plays the default message. Custom Greeting—You can select an announcement message or upload a new custom message. You can add up to four announcement messages.
4	Click Save.

Comfort message bypass

Play a shorter comfort message instead of the standard Comfort Message or Music On Hold announcement for all the calls that should be answered quickly. This feature prevents a caller from hearing a short portion of the standard comfort message that abruptly ends when they are connected to an agent.

1	Enable Comfort Message Bypass.
2	Set the time in seconds for a caller to hear the comfort bypass message. By default, the time for a caller to hear the comfort bypass message is 30 seconds and it ranges between 1–120 seconds. A comfort bypass message is announced when a new incoming call is received by the queue and the longest waiting time for a call in the queue is less than or equal to this threshold.
3	Choose from one of the following Message types: Default Greeting—Plays the default message. Custom Greeting—You can select an announcement message or upload a new custom message. You can set up to four announcement messages.
4	Click Save.

Hold music

Play music to the callers after the comfort message in a repetitive loop.

1	Enable Hold Music.
2	Choose one of the following greeting types: Default Greeting—Plays the default message. Custom Greeting—You can select an announcement message or upload a new custom message. You can add up to four music types.
3	You can select an alternate source for internal calls.
4	Click Save.

Call whisper message

Play a message to the agent immediately before the incoming call is connected. The message typically announces the identity of the call queue from which the call is coming.

1	Enable Call Whisper. The message is only played to the agents and is useful if they belong to two or more queues.
2	Choose one of the following message types: Default Greeting—Plays the default message. This option plays only the generic message “New call from queue”. Custom Greeting—You can select an announcement message or upload a new custom message. You can record the actual call queue name if you want the agent to know the exact queue. You can set up to four announcement messages.
3	Click Save.

Edit call queue announcement files settings

Call queue announcements are messages and music that callers hear while waiting in the queue. You can manage your announcement files for an existing call queue.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Select a call queue to edit from the list.
5	Go to Announcements section and click Announcement Files.
6	Upload an announcement file or record your own announcement. Click Attach a File to upload an audio file from your local machine. Click Record to record your own announcements. Click the Record button to start recording your announcement. Click the Stop button to stop recording. Click the Play button to play and verify the recorded message. Click the Save button to save the recorded announcement file. The list of all files uploaded or recorded is displayed. You can choose to delete any file you don’t wish to use.

Manage call queue agents

For every Webex call initiated, you’ll be provided with a business Calling Line Identification (CLID). This business CLID can either be a call queue phone number or the agent's configured phone number. The agent can decide to provide this information for outgoing calls either through a persistent configuration or a temporary configuration.

Configure agent settings for user

Before you begin

The Control Hub administrator enables the phone number to use as the outgoing phone number for the agents in the call queue/hunt group.
On enabling the phone number, the administrator can set the agents outgoing phone number with the specific queue/hunt group CLID as per Persistent Configuration.
The agents can also set a Temporary CLID Configuration by using the FAC code #80 to use the call queue/hunt group phone number as the CLID displayed for the outgoing call or #81 for outgoing default caller ID as the phone number displayed as CLID.

1	Sign in to Control Hub.
2	Go to Management > Users.
3	Select a user that you want to configure the agent setting for.
4	Click Calling and go to the Agent Settings section.
5	Click the Agent Caller ID. You can set the agent caller ID to either the agent's own caller ID or a specific call queue or hunt group.
6	Configure the agent call queue or hunt group ID from the following options: Configured Caller ID—The caller ID which is already configured to the agent. Call queue or hunt group caller ID—Search by number or queue name and select the call queue or hunt group Caller ID from the drop-down. When the agent you’ve selected isn’t part of the call queue or hunt group, by default, this option is disabled. There’s a restriction that both the call queue's or hunt group's location and the agent’s location must have the same PSTN provider, country, and zone (this applies only to locations in India). If it’s different, then the call queue or hunt group caller ID doesn't display to the agent. This restriction helps to prevent call failure, potential billing issues, and ensures adherence to country-specific telecom regulations. Examples of invalid cross-location number usage: Agent in U.S. location using UK location call queue or hunt group number. Agent in San Jose, California location with PSTN provider 1 using Richardson, Texas call queue or hunt group number with PSTN provider 2.

Add or edit agents

Users who receive calls from the queue are known as agents. You can add or delete users, workspaces, and virtual lines from a call queue. Users, workspaces, and virtual lines can be assigned to multiple call queues.

If you’re a location administrator, you may view all the agents assigned to a call queue including the agents outside your assigned location. You can delete any assigned agents and can add any users to the queue, including the users from other locations. However, you can allow agents only in your assigned locations to join or unjoin the queue. For more details, see Delegate location administration.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Select a call queue to edit from the list.
5	Go to Overview section and click Agents.
6	(Optional) Select a default skill level value for the agents if you’re adding them based on their skills from the Assigned Skill Level drop-down list. Call routing is based on an agent's skill and competence level. The highest skill level is 1 while the lowest is 20.
7	From the Add User or Workspace or Virtual Line drop-down, search or select the users, workspaces, or virtual lines to add to the call queue.
8	(Optional) Select Allow agents on active calls to take additional calls if you want to allow agents on active calls to take additional calls.
9	(Optional) Select Allow agents to join or unjoin the queue if you want to allow agents to join or unjoin the queue.
10	(Optional) Edit the skill level and the Joined toggle for each user, workspace, or virtual line in the queue.
11	(Optional) To remove a user, workspace, or virtual line, click the icon next to the user, workspace, or virtual line.
12	(Optional) Click Remove All to remove all users, workspaces, or virtual lines from the queue.
13	Click Save. All agents are added with the joined state as TRUE during queue creation. Calls aren’t routed to the agent even though the agent is available when an agent's joined state is set to FALSE. For 6800/7800/8800 series Multiplatform Phones (MPP), you can enable Automatic Call Distribution (ACD) softkeys from the device settings in Control Hub. See Configure and modify device settings in Webex Calling for the details. For 9800 series desk phones, the ACD softkeys appear automatically when the devices associated with users, workspaces, or virtual lines are added in the queue.

View agent dashboard

Agent dashboard allows an administrator to have a consolidated view of all agents across call queues. The dashboard displays the agents information and their call queue participation. This allows an administrator to make appropriate call queue staffing decisions and also change the join status of an agent easily.

Go to Services > Calling > Features.

Go to the Call Queue card and click Manage.

Click the Agents tab.

Select an agent from the default list of agents displayed or search for an agent name or the primary number or extension associated with the agent.

You can filter the agent list based on Call queues, Queue locations, and Join/Unjoin status.

The agent dashboard in the default collapsed view displays:

Agent Name
Number of call queues associated to the agent—Displays the number of call queues the agent is associated to
Call queue locations—Displays the number of locations where the call queues are created
Primary number—Primary contact number assigned to the agent
Extension if available
Join/Unjoin status—Displays the number of queues an agent has joined or unjoined when collapsed.

Click > to expand on the agent details.

The agent dashboard displays:

Agent Name
Number of call queues associated to the agent—Lists the call queue names the agent is associated to
Call queue locations—Lists each call queue location
Primary number—Primary contact number assigned to the call queue
Extension if available
Join/Unjoin status—Displays the join or unjoin status.

Toggle to join or unjoin an agent to the specific call queue.

(Optional) Click Export CSV to export a spreadsheet with the comprehensive agent details.

Use this table to find the details in the exported CSV.

Column	Description
Agent First Name	Displays the agents's first name to display for the call queue’s calling line ID (CLID).
Agent Last Name	Displays the agents's last name to display for the call queue’s calling line ID (CLID).
Agent Phone Number	Displays the agent phone number.
Agent Extension	Displays the agent extension.
Queue Name	Displays the name of the call queue.
Queue Phone Number	Displays the call queue phone number.
Queue Extension	Displays the call queue extension.
Queue Location Name	Displays the call queue location.
Queue Join Status	Displays the join or unjoin the call queue.

Manage call queue supervisors

Agents in a call queue can be associated with a supervisor who can silently monitor, coach, barge in or to take over call queue calls that their assigned agents are currently handling.

Supervisors can’t monitor, coach, barge in, or take over non-call queue calls that agents are handling.

Call queue supervisor functions for Webex Calling

Silent monitoring—Monitor an agent’s call without the caller knowing. Use this feature to make sure training is working or identify where agents need to improve.

To silently monitor a call, enter #82 plus the agent’s extension or phone number.

Silent monitoring function

Coaching—Patch into an agent’s call and communicate with the agent. The agent is the only one who can hear you. Use this feature for training new employees.

To coach a call, enter #85 plus the agent’s extension or phone number.

Coaching function

Barge-in—Drop in on an agent’s call. Both the agent and the caller can hear you. This feature is useful when you need to participate in the call and help resolve issues.

To barge-in on a call, enter *33 plus the agent’s extension or phone number.

Barge in function

Take Over—Pull a call from an agent. Use this feature when you need to completely take over the call for an agent.

To take over a call, enter #86 plus the agent’s extension or phone number.

Take over function

While invoking Supervisor functions, a warning tone is played to an agent while he monitors, coaches or barges in and an announcement is played for the takeover function.

Add or delete a supervisor

You can add or delete supervisors. When adding a supervisor, you can assign agents to them from multiple call queues.

You can assign up to 100 agents to a supervisor.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Click the Supervisors tab and then click Add Supervisor.
5	On the Basics page, select a user from the drop-down list to add as a supervisor and click Next.
6	On the Assign agents page, select a user from the drop-down list to assign as agents to the supervisor and click Next.
7	On the Review page, review the supervisor selected and the agents assigned.
8	Click Add Supervisor. Once a supervisor is added, you can assign agents to the supervisor. To remove a supervisor, click the Remove Supervisor icon associated with the supervisor.

Assign or unassign agents to a supervisor

Assign agents to a supervisor so that the supervisor can perform silent monitoring, coaching, barge-in, and take over.

You can assign up to 100 agents to a supervisor.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Click the Supervisors tab. The list of supervisors added appear.
5	Under the Actions column, from the drop-down list of a respective supervisor, select a user to add as agent to the supervisor. The selected agent gets assigned to the supervisor.
6	To unassign agents, expand the supervisor row and click the Unassign Agents icon associated with the agent. When you unassign the last agent from a supervisor, the supervisor is removed as well. Once agents are assigned to a supervisor, a supervisor can use Feature Access Codes (FACs) to monitor, coach, barge-in, and take over calls. For more information, see the section Call queue supervisor functions for Webex Calling.

View agents assigned to a queue

You can see a list of all the agents who are assigned to a call queue.

1	Sign in to Control Hub.
2	Go to Services > Calling > Features.
3	Go to the Call Queue card and click Manage.
4	Select a call queue to edit from the list.
5	Go to Overview section and click Agents.
6	Edit the users, workspaces, or virtual lines assigned as agents to this call queue.
7	Click Save. Click Remove All if you want to remove all users, workspaces, or virtual lines from this call queue.

Call queue analytics

You can use analytics to evaluate the call queue status, call queue agent status, and live queue status. The call queue data is batch processed each day, and is made available within 24 hours, and metrics are available by 1:00 PM GMT the next day. The amount of data you have access to depends on the type of customer you are. If you're a standard customer, you have access to 3 months of data. If you're a Pro Pack customer, you have access to 13 months of data.

These analytics data are for your general use and shouldn't be used for billing purposes.

To view call queue analytics, go to Monitoring > Analytics > Calling > Call Queue.

Location administrators don't have access to Analytics.

Dashboard tips

Adjust time period

You can view some charts in a hourly, daily, weekly, or monthly timescale so you can track engagement over time and look for usage trends. This offers powerful insight into how incoming calls are being handled in call queues.

The date picker doesn't apply to data in the live queue stats section. Data for the live queue stats section is collected every 30 seconds.

Global filters

The dashboard contains powerful filtering tools. Click on the Filters bar to select which data you want to see. The filters that you select will automatically apply to all of the charts. You can filter by specific call queues, locations, and Supervisors.

The Supervisors filter is applicable only to Call Queue Agent Stats.

Export data or charts

You can export any graph or detail view. Click the More button on the top right of the chart/list, and select the file format for your download (PDF, PNG, or CSV, depending on whether it's a graph or list).

When you combine file download with the filters available, you can easily generate useful reports about call queues in your organization.

KPIs

KPIs are available at the top of the page to show you a quick high-level status of incoming calls in call queues within the date range that you selected. The KPIs available are:

Total answered calls—Total number of calls that agents answered. The percentage shows the change in value over time by comparing it with the past data of the date range selected.
Total abandoned calls—Total number of calls where the caller hung up or left a message before an agent became available. The percentage shows the change in value over time by comparing it with the past data of the date range selected.
Percentage of abandoned calls—Percentage of calls where the caller hung up or left a message before an agent became available. The percentage shows the change in value over time by comparing it with the past data of the date range selected.
Avg wait time—Average time that callers spent waiting for the next available agent to answer the call. The percentage shows the change in value over time by comparing it with the past data of the date range selected.

Incoming calls for call queues and trend

This chart shows a breakdown of call queue statistics by incoming calls. You can use this chart to see how call queues are handling all the incoming calls to your organization.

Avg call queue time per call and trend

This chart shows a breakdown between the average abandoned and average wait minutes from incoming calls. You can use this chart to see how long callers had to wait before hanging up the call or getting transferred to an agent. Average minutes are calculated as:

Avg. abandoned time—Average call time that the callers spent waiting for an agent before hanging up or selecting the option to leave a message.
Avg. wait time—Average time that callers spend waiting for the next available agent to answer the call.

Avg call queue minutes per call and trend charts in call queue stats analytics

Top 25 call queues by status of calls

This table shows the top 25 call queues with the most calls by a specific status. The statuses of calls available are:

Answered calls—Number of calls answered by agents.
% of answered calls—Percentage of calls answered by agents.
Abandoned calls—Number of calls where the caller hung up or left a message before an agent became available.
% of abandoned calls—Percentage of calls where the caller hung up or left a message before an agent became available.
Overflows - Busy—Number of calls that overflowed to a different call queue because the queue limit was met.
Overflows - Timed out—Number of calls that overflowed to a different call queue because the wait time exceeded the maximum configured limit.
Calls transferred—Number of calls that were transferred out of the queue.

Top 25 call queues by % of calls chart in call queue stats analytics

Top 25 call queues by avg wait and abandoned time

This table shows the top 25 call queues with the highest average wait and abandoned times from incoming calls. Average time are calculated as:

Avg abandoned time—Average call time that the callers spent waiting for an agent before hanging up or selecting the option to leave a message.
Avg wait time—Average call time that callers spend waiting for the next available agent to answer the call.

Top 25 call queues by avg and abandoned mins chart in call queue analytics

Call queue stats

This table shows details of call queues that have been set up in your organization. You can use this table to see the number of incoming calls to call queues and the status of those calls. You can also search for specific call queues, locations, phone numbers, and extensions by using the search bar in the table. The details available are:

Call queue—Name of the call queue.
Location—Location assigned to the call queue.
Phone No.—Phone number assigned to the call queue.
Extension—Extension number assigned to the call queue.
Total hold time—Total time that calls were placed on hold by agents.
Avg hold time—Average time that calls were placed on hold by agents.
Total talk time—Total time that agents were actively talking on calls.
Avg talk time—Average time that agents were actively talking on calls.
Total handle time—Total time that agents spent handling calls. Handle time is calculated as Total talk time + Total hold time = Total handle time.
Avg handle time—Average time that agents spent handling calls.
Total wait time—Total time that callers spent waiting for the next available agent to answer the call.
Avg wait time—Average time that callers spent waiting for the next available agent to answer the call.
Calls answered—Number of calls answered by agents.
% Answered calls—Percentage of calls answered by agents.
Calls abandoned—Number of calls where the caller hung up or left a message before an agent became available.
% Abandoned calls—Percentage of calls where the caller hung up or left a message before an agent became available.
Avg abandoned time—Average time where callers hung up or left a message before an agent became available.
Abandoned time—Time where callers hung up or left a message before an agent became available.
Total calls—Total number of incoming calls.
Overflow - Busy—Number of calls that overflowed because the queue limit was met.
Overflow - Timed out—Number of calls that overflowed because the wait time exceeded the maximum limit.
Calls transferred—Number of calls that were transferred out of the queue.
Avg. no. of agents assigned—Average number of agents assigned to call queues.
Avg. no. of agents handling calls—Average number of agents that actively handled calls.

Call queues with no data won't show in this table.

Call queue stats table in call queue analytics

KPIs

KPIs are available at the top of the page to show you details about the calls that agents handled within the date range that you selected. The KPIs available are:

Total answered calls—Total number of presented calls that were answered by agents. The percentage shows the change in value over time by comparing it with the past data of the date range selected.
Total bounced calls—Total number of calls that were presented to an agent but weren't answered. The percentage shows the change in value over time by comparing it with the past data of the date range selected.
Avg. handle time—Average time that agents spend on handling calls. The percentage shows the change in value over time by comparing it with the past data of the date range selected.

Call queue analytics call queue agent stats KPIs

Avg agent call time per call and trend

This chart shows on average how long each call lasts by their call status. You can use this chart to see if callers are getting the help they need in a timely manner.

Avg agent call minutes per call and trend charts in call queue agent stats analytics

Incoming calls to agents by call status

This chart shows a breakdown of incoming calls to agents based on the call status. This chart can help you see if there are more bounced calls than usual.

Agents handling calls vs agents assigned

This chart shows a trend of the average number of agents handling calls against the average number of assigned agents to call queues. You can use this chart to see if there are enough agents to handle calls and adjust as needed.

Top 25 agents by avg talk and avg held time

This table shows the top 25 agents with the highest average talk or hold minutes.

Call queue agents

This table shows details of all the agents that have been assigned to call queues in your organization. You can use this table to see which agent gets the most calls and information about their calling stats. You can also search for specific agent or workspace names, call queues, and locations by using the search bar in the table. The details available are:

Agent name—Name of the agent or workspace.
Call queue—Name of the call queue.
Location—Location assigned to the call queue.
Total answered calls—Number of calls that were presented to the agent and answered by them.
Bounced calls—Number of calls that were presented to the agent but went unanswered.
Total presented calls—Number of inbound calls to the agent that were distributed by the call queue.
Total talk time—Total time that an agent spent actively talking on calls.
Avg. talk time—Average time that an agent spent actively talking on calls.
Total hold time—Total time that an agent put calls on hold.
Avg. hold time—Average time that an agent put calls on hold.
Total handle time—Total time that an agent spent handling calls. Handle minutes are calculated as Total talk time + Total hold time = Total handle time.
Avg. handle time—Average time that an agent spent handling calls.

Call queue agents table in Customer Experience analytics

KPIs

KPIs are available at the top of the page to show you all the current incoming calls and what their statuses are to help you monitor call queues in real time. The KPIs available are:

Active calls—Shows the number of calls where agents are talking to callers.
Calls waiting—Shows the number of calls that are waiting for the next available agent to answer.
Held calls—Shows the number of calls that agents placed on hold.

Call queue analytics live queue stats KPIs

Live call queue stats

This table shows details of all the call queues that have been set up in your organization. You can use this table to see which call queue gets the most calls and adjust the number of agents as needed. You can also search for specific call queues, locations, phone numbers, and extensions by using the search bar in the table. The details available are:

Call queue—The name of the call queue.
Location—The location assigned to the call queue.
Phone no.—The phone number assigned to the call queue.
Extension—The extension assigned to the call queue.
Active calls—The number of calls where agents are talking to callers.
Held calls—The number of calls that agents have placed on hold.
Calls waiting—The number of calls that are waiting for the next available agent.

For more details, see Analytics for Your Cloud Collaboration Portfolio.

Call queue reports

You can view call queue reports with details on all inbound calls that reached the call queue and also view queue and agent stats.

You can access reports under Monitoring > Reports > Templates > Calling.

Location administrators don't have access to Reports.

Queue stats

This report provides details of call queues that are set up in your organization. You can use this report to see the number of incoming calls that are in call queues and the status of these calls.

Column name	Description
Call Queue	Name of the call queue.
Location	Location assigned to the call queue.
Phone NO.	A phone number assigned to the call queue.
Extension	Extension number assigned to the call queue.
Total Hold Time	Total time that calls are placed on hold by agents.
Avg Hold Time	Average time that calls are placed on hold by agents.
Total Talk Time	Total time that agents are actively talking on calls.
Avg Talk Time	Average time that agents are actively talking on calls.
Total Handle Time	Total time an agent spends on a call from a queue, including ring time. This is recorded when the agent ends or transfers the call.
Avg Handle Time	Average time that agents spent handling calls.
Total Wait Time	Total time that callers spent waiting for the next available agent to answer the call.
Avg Wait Time	Average time that callers spent waiting for the next available agent to answer the call.
Answered Calls	Number of calls answered by agents.
% Answered Calls	Percentage of calls answered by agents.
Abandoned Calls	Number of calls where the caller hung up or left a message before an agent became available.
% Abandoned Calls	Percentage of calls where the caller hung up or left a message before an agent became available.
Avg Abandoned Time	Average time where callers hung up or left a message before an agent became available.
Total Abandoned Time	Time where callers hung up or left a message before an agent became available.
Total Calls	Total number of incoming calls.
Calls Overflowed	Number of calls that overflowed because the queue limit is met.
Calls Timed Out	Number of calls that timed out because the wait time exceeded the maximum limit.
Calls Transferred	Number of calls that are transferred out of the queue.
Avg No. of Agents Assigned	Average number of agents assigned to call queues.
Avg No. of Agents Handling Calls	Average number of agents that actively handled calls.

Queue agent stats

This report provides details of all agents who are assigned to call queues in your organization. You can use this report to see which agent gets the most calls and information about their calling stats.

Column name	Description
Agent Name/Workspace Name	Name of the agent or workspace.
Call Queue	Name of the call queue.
Location	Location assigned to the call queue.
Total Answered Calls	Number of calls that are presented to the agent and answered by them.
Bounced Calls	Number of calls that are presented to the agent but went unanswered.
Total Presented Calls	Number of inbound calls to the agent that are distributed by the call queue.
Total Talk Time	Total time that an agent spent actively talking on calls.
Avg Talk Time	Average time that an agent spent actively talking on calls.
Total Hold Time	Total time that an agent put calls on hold.
Avg Hold Time	Average time that an agent put calls on hold.
Total Handle Time	Total time an agent spends on a call from a queue, including ring time. This is recorded when the agent ends or transfers the call.
Avg Handle Time	Average time that an agent spent handling calls.

For more details on other services report templates, custom templates and managing reports, see Reports for Your Cloud Collaboration Portfolio.

Agent experience in Webex App

Agent features

Using the Webex App, the agents can set availability status, join/unjoin queue, make outbound call, make conference call, and so on.

For more details, see Change your call queue status.

Multi call window

The muti call window option in the Webex App allows agents to get a quick view of the call status and easily access some common calling features such as dismiss calls, answer calls, transfer, hold, and so on.

For more details, see Manage all your phone calls in one place.

Cisco Call for Microsoft Teams

The Cisco Call integration within the Microsoft Teams allows agents to access the Webex Calling features directly from the Microsoft Teams.

For more details, see Cisco Call for Microsoft Teams.

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Configure Call Queue

Overview

Features and benefits

Voice Queues

Create and manage call queue

Create a call queue

Create call queues in bulk

Before you begin

Bulk add call queues

Bulk edit call queues

Prepare your CSV

Add or edit more than 50 agents at a time

Manage calls in a call queue

Edit call queue settings

Edit call queue phone numbers

Edit call forwarding settings

Edit overflow settings

Edit routing type

Edit bounced calls settings

Edit call back settings

Manage call queue policies

Manage holiday service

Manage night service

Manage forced forwarding

Manage stranded calls

Manage call queue announcements

Edit call queue announcement settings

Welcome message

Estimated wait message for queued calls

Comfort message

Comfort message bypass

Hold music

Call whisper message

Edit call queue announcement files settings

Manage call queue agents

Configure agent settings for user

Add or edit agents

View agent dashboard

Manage call queue supervisors

Call queue supervisor functions for Webex Calling

Add or delete a supervisor

Assign or unassign agents to a supervisor

View agents assigned to a queue

Call queue analytics

Dashboard tips

KPIs

Incoming calls for call queues and trend

Avg call queue time per call and trend

Top 25 call queues by status of calls

Top 25 call queues by avg wait and abandoned time

Call queue stats

KPIs

Avg agent call time per call and trend

Incoming calls to agents by call status

Agents handling calls vs agents assigned

Top 25 agents by answered and bounced calls

Top 25 agents by avg talk and avg held time

Call queue agents

KPIs

Live call queue stats

Call queue reports

Queue stats

Queue agent stats

Agent experience in Webex App

Agent features

Multi call window

Cisco Call for Microsoft Teams

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Enterprise

Devices

Solutions For

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