Yes, in case you see valuable customers or customers who seek immediate attention, you can assign their calls to any available agent as an admin or supervisor. Use the real-time dashboard and move callers in queue to available agents at any time.
Some call queues may not be visible when you visit Admin > Call Flows. This is because you may have created a child queue. A child queue is a queue that is created inside a parent queue.
Parent Queue: A queue created under Admin > Call Workflows > New Call Queue.
Child Queue: A queue created inside the parent queue while configuring a call queue and is accessible only inside the parent queue. Usually, a child queue is created when you select "send to another call queue" as the fallback action and click on New call queue instead of selecting an existing call queue.
A child queue will not be visible in the Call Workflows tab as it may confuse the user when using the parent queue to route calls to a particular number.
Freshdesk Contact Center supports only two levels of queue interaction as of now. When you go to Admin>Call Workflows and select a new call flow, you will see the following screen.
Within a call queue, you can choose the caller to send to another call queue (smart escalation) for the following conditions/rules:
- If agent/team is online but not answering
- If agent/team is online but busy
- If agent is offline
In the screenshot above, you can see that within the second call queue (child queue), you will not have the option to send to another call queue.
Note: The smart escalation option is available only from the Pro+ plan.
When you select "Place caller in wait queue" as the fallback action for any rule or condition in a call queue, the wait queue setting will be enabled for that call queue. Here, you can customize the duration (in seconds) for which you want to place the callers in the wait queue and also take appropriate action if the configured maximum time exceeds.
The default maximum queue time is 900 seconds or 15 minutes. For more details, see Configuring Wait Queues.
If you have not configured your call workflows properly, you will not be able to receive any calls. Instead, when a call arrives you will receive an email with the subject "[Action required] Your call flow setup is incomplete!". To receive calls ensure that each number your account is associated with a call action.
Check if you have configured the call workflows correctly and assigned call action for each number.