What Managing Queues Does
Managing queues in the EnrollHere platform helps you organize and streamline how calls are distributed among agents and teams. Proper queue setup ensures smoother operations, balanced workloads, and consistent customer experiences.
Here's what managing queues allows you to do:
Control call flow: Decide which queues handle specific call types or campaigns.
Adjust routing priorities: Use delays and toggles to manage which queue receives calls first.
Enable or disable queues: Quickly activate or deactivate queues based on staffing or campaign needs.
Bulk edit queues: Update multiple queues at once to save time on large changes.
Customize settings: Tailor queue behavior to match your workflow and compliance requirements.
Attach scripts and disposition sets: Ensure each queue follows the right process and data capture steps.
Tag and filter queues: Organize queues with custom tag categories by product line, language, call type, and more.
Getting Started
Log In to the Dialer and navigate to Call Routing → Queues.
You'll land on the queue management section where a new toolbar at the top gives you tools to:
Search queues by name
Toggle views between List and Folder
Show/hide disabled queues
Bulk edit queues
Queue Views
List View
Displays all queues in a flat, scrollable table showing:
Column | Description |
Queue Name | The name of the queue |
Type | Queue type (e.g., Receiver Agent, External Number) |
Skills | Enabled or Disabled (How many Skills Assigned) |
Billable | Billable rate settings |
Sold | Sold settings |
Delay Time | Availability delay |
Status | Enabled or Disabled |
Folder View
Groups queues by type (e.g., Receiver Agent, Router Universal, Receiver External Number) with collapsible sections. Great for navigating large numbers of queues organized by category.
Bulk Editing Queues
You can bulk edit queues in both List View and Folder View.
In List View:
Click Bulk Edit to activate selection mode.
Select queues individually, by group (e.g., all Receiver Agent queues), or select all at once using the top-level checkbox.
In Folder View:
Select queues by queue type grouping.
Once you've made your selections, a popup will confirm how many queues are selected. You can then choose to Edit or Clear your selection.
When editing in bulk, you can update:
Duplicate Billable Settings
Missed Billable Settings
Billable Settings & Delay Settings
Blocked Lead Lists
Enrollment Code Status Settings
Script Settings
Enable / Disable Queues
📌 Bulk editing is a powerful way to apply changes across campaigns without touching each queue one by one.
Filtering Queues
You can filter queues by:
Call Type
Product Line
Language
Custom Categories (see below)
Creating Custom Tag Categories
Open any queue and navigate to the Analysis tab.
You'll see default tag options for Call Type and Product Line.
To create a new tag, click into the Search Tags field.
Start typing the name of your new tag (e.g., Hospital Indemnity, Pharmacy).
Click Add: [Tag Name] when it appears.
Confirm the tag category type:
Team | Queue | Product Line | Call Type | Publisher | Language
Save the queue — your new tag will now be available to apply to any queue.
📌 Custom tags make it easy to filter and organize large numbers of queues across different campaigns or lines of business.
Enable or Disable a Queue
Select the queue you want to manage.
Locate the Active toggle inside the queue settings.
Switch on to enable or off to deactivate.
📌 When a queue is inactive, calls will not route through it. Re-enabling it restores its normal function.
Customize Queue Settings
Private Name: Assign a private name to easily identify internal or test queues.
Availability Delay (in seconds): Use this to manage queue priority. Example: If Queue A should receive calls before Queue B, set an availability delay on Queue B.
Add or Edit a Script
Scroll to the Script Settings section within the selected queue.
If a script already exists, select it from the dropdown.
To create a new one, follow the steps in the Script Creation Guide.
📌 Scripts help agents stay on track during calls by guiding conversations and ensuring compliance.
Configure Disposition Status Settings
Go to the Dispo Status Settings section.
Add the appropriate disposition set for this queue.
If you use multiple disposition sets for different agent types or teams, choose the one that fits this queue.
Learn more in the Disposition Settings Guide.