Call queues that route to the right agent, every time.
Skills-based routing, queue callbacks, and live supervisor tooling — powered by machine learning on call outcomes.
Everything to route, manage, and coach.
Built for US support and sales teams. No add-on licenses, no extra dashboards — everything below ships in the base plan.
See it in your dashboardMulti-queue design
Separate queues per skill, product, region, or priority — each with their own supervisors.
Skills-based routing
Tag agents with skills (billing, technical, Spanish, tier-2). Calls match using weighted routing preferences.
Queue callbacks
Caller opts out of the queue, keeps their position, and gets called back when their turn comes up — a core principle of ICMI call center management best practices.
Overflow rules
When wait time passes a threshold, calls spill to a backup queue, an external number, or voicemail.
Live wait-time announcements
“You are third in line, estimated wait two minutes.” Built on the Erlang model, updated live.
Supervisor tools on queues
Service level by skill, longest wait, per-agent state — silent listen, whisper, or barge in real time via call monitoring.
Five routing strategies. One toggle each.
Mix and match per queue — sales gets round-robin, billing gets skills-based, no extra licenses. Pick a strategy below to see when to use it.
Linear routing
Calls always try the first agent in the queue. If they're busy, the call moves to the next. Predictable, ordered, and easy to debug — best when you have a clear seniority order.
- Small teams (2–6 agents)
- Tiered support with a senior-first preference
- Teams that audit by who answered first
“You are second in line. Estimated wait one minute forty-five seconds.”
“Sales · 92% SL · West region”
Queues that communicate — to callers and supervisors.
Position-in-line, ETA, agent whispers, and live SL alarms — every detail tuned to keep abandonment low and callers informed. Your supervisors get real-time visibility across every queue from a single dashboard.
Call queues US teams manage without the chaos.
From busy season spikes to everyday volume, every caller reaches the right agent.
“Queue callbacks alone cut our abandonment rate by more than half.”
“Skills-based routing means tier-2 questions stop landing on tier-1 reps. First-contact resolution went from 64% to 81% in the first quarter.”
“The wallboard alone pays for itself — supervisors finally see SL by skill in real time and can shift agents between queues without leaving their seat.”
“Overflow chains saved us during open enrollment. After-hours calls roll cleanly to our partner team and nothing dies in voicemail.”
The short answers.
Everything teams ask before configuring their queues.
Stop dead-ending customers in queue.
Skills-based routing, queue callbacks, overflow rules, and live supervisor wallboards — turned on in days, not quarters.