Call queues can route differently when no agents signed in
It is strange that when no agents are currently signed into a call queue, that the call queue still just places callers on hold until the max wait time has been reached. It would be so much better if we had a routing option for when no agents are logged into or accepting calls from the call queue. The fact that there is no option to escape to voicemail makes this even worse, as the only option they have is to wait for the timer to expire.
Could we please get an option to handle call queue routing differently when no agents are signed into or accepting call for the call queue? The option to send to voicemail, route to a different call queue, etc. based only on when no agents are present in the queue would make the experience for our callers so much better.
Eric
shared this idea
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Steve
commented
Can't believe we have to ask for this - seems like common sense to have an alternate option when there are no queue members available, other than just "Wait"...