Call Center: get started and use it well

Queues, agents, callbacks and wallboards: what to plan, and how to keep waits short and agents productive.

Updated 30 Oct 2026

Call Center puts callers in a queue and shares them fairly among your agents, with live figures for supervisors.

What to prepare

Your teams, and which calls go to each.
Each agent's name and how they will answer (softphone, app or desk phone).
How long a caller may wait, and what happens next (voicemail, callback or another team).
Your opening hours.
Hold music or a message, if you have one.

Log in and out properly. Calls only go to available agents, so correct status keeps waits accurate.
Offer a callback when waits are long. Callers keep their place without holding.
Give agents a short wrap-up time to finish notes before the next call.
Skill your teams in tiers. Experienced agents can be a second level that joins when the first is busy.
Watch the wallboard for waiting callers, and move agents between queues at busy times.
Review recordings with agents. A few calls a week improves quality more than a long training day.

Ask us about these:

Choice of ring strategy: the longest-idle agent, round robin, ring everyone, and more.
Tiers that bring in more agents as the wait grows.
Callback at the press of a key.
Supervisor listen, whisper and barge.
AI first line: the AI receptionist handles simple calls and passes the rest with a summary.
Priority: important callers move ahead in the queue.

Figure	Why it matters
Waiting now	Do you need more agents right now?
Abandoned calls	Callers who gave up: a sign of too few agents or long waits
Average wait	The caller's experience
Talk and wrap-up time	Planning how many agents you need

An agent gets no calls. Check that they are logged in and available, and that their phone is connected.

Callers wait with free agents. An agent who missed calls may be paused for a short time. Ask us to review the settings.