This article explains how Aloware manages call queues, callbacks, and agent availability to ensure an efficient call-handling process. The following sections provide insights into how calls are placed in queues, how they maintain their position, how agents handle these calls, and how callbacks are managed.
Understanding the place in queue
When a call enters a queue in Aloware, it is assigned a position based on the time it was received. The first call that comes in will be at the top of the queue, followed by subsequent calls in the order they were received. This order determines which call will be handled first by an available agent.
Maintaining the call's position in the queue
Once a call is placed in the queue, it remains in its assigned position until an agent is available to handle it. The call at the top of the queue will be the first to be handled. If there are no available agents, the call stays in the queue until an agent becomes available.
Handling calls in the queue: agent availability
Calls in the queue will not be processed unless an agent is available to handle them. Aloware checks the status of agents in the ring groups. If an agent becomes available, Aloware will connect them to the call at the top of the queue. If no agents are available, the calls will remain in the queue until an agent is free.
How callbacks retry agents
When a callback is requested, the initial call is completed and removed from the queue. Aloware will then initiate a new call when an agent becomes available. This new call will follow the same process as a regular incoming call, connecting the agent to the contact when they are available.