Call queue, what happens when agent doesn't anwser

[YWiegman]

Hi guys,

At my company we have a call queue for a support helpdesk. I was wondering, when an agent doesn't anwser in the designated time (standard 20 secs), what happens with the call when all other agents are busy? Does it transfer the call to the ''Destination if no anwser''-option?
I know that when another agent is available it will tranfser to him of her, but what if no other agent is available?

thanks you in advance!

 

[AWS2P]

Should go to DNA

 

[Saqqara]

Yes, it goes to ''Destination if no anwser''

https://www.3cx.com/docs/manual/call-center-queues/

 

[YWiegman]

Should go to DNA

Thanks you! Is there an option to put this person back in the front of the queue? Right now they are being send to our DNA, but we prefer if that doesn't happen.

 

[Saqqara]

You need to adjust 'Maximum Queue Wait Time (seconds)' so that the call does not go to DNA, so the call stays in the queue

 

[YWiegman]

You need to adjust 'Maximum Queue Wait Time (seconds)' so that the call does not go to DNA, so the call stays in the queue

Our maximum wait time is already at one hour. I would like to get a person back in the front of the queue when an agent doesn't anwser and all other agents are occupied.
Do you know if something like that is possible?

 

[Saqqara]

There is no way of getting the call back into the queue as position 1, if the max time out is reached.

 

[YWiegman]

There is no way of getting the call back into the queue as position 1, if the max time out is reached.

Ok, thank you for your time and help!

 

[JohnS_3CX]

Customer connects to queue and hears music on hold until one agent is free at least and the waiting time is controlled by the "Maximum Queue Wait Time".

When the designated "Ring Time" is over, the agent's phone will stop ringing and then it will start running again for another 20 seconds

Meanwhile, the customer continues to hear Music On Hold until the "Maximum Queue Wait Time" expires and they are forwarded to "Destination if no answer"

Your queue position is not affected, if you are first in line, you will continue to be first in line until an agent answers or until the wait time expires

 

[AWS2P]

If you want best service for your customer, as you said you set 1 hour waiting time , Do you really hope someone stay stuck in Q for one hour and finally goes to DNA .

Best you can do is to increase agent number to pick up the call, this way no more reason to search for DNA problems, quality is when you have to wait less time as possible in Q and someone with good knowledge is answering your call