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.
✅ 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.
Steps to Manage Queues
Log In to the Dialer
Access your dialer dashboard using your admin credentials.
Go to Call Routing → Queues
From the main menu, click Call Routing.
Select Queues to open the queue management section.
You’ll see a list of all existing queues.
Enable or Disable a Queue
Select the queue you want to manage.
Inside the queue settings, locate the Active toggle.
Switch it on to enable or off to deactivate the queue.
📌 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 identify internal or test queues easily.Availability Delay (in seconds):
Use this setting 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 you already have a script, choose it from the dropdown menu.
To create a new one, learn more about creating scripts in this guide and follow the script creation steps.
📌 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 about managing disposition sets in the Disposition Settings guide.