Waiting queues overview

In Accolades a waiting queue is an entity that allows for several callers to wait until an agent is available to answer the call.

The waiting queues do not have a dedicated module, the management is done from the account page, using the Queues tab.

The waiting queues can be used in two ways:

The static waiting queues are specific to some offices that offers support, inside a company. For example, the phones inside the IT department can be linked to a waiting queue. When a person calls the department, all the phones linked to the queue will start to ring. The call can be answered from any ringing device. This type of usage is also called "offline" (the persons using the queue are not required to use the Accolades interface, as the phones are always connected to the queue.

The dynamic waiting queues are specific to call centers. The agents have to use the Accolades interface to perform different operations specific to the call center activity ("online usage"). They can log in or log out to / from queues, can put them self on pause etc.