---
title: "Queue vs. Ring Group"
slug: "queue-vs-ring-group-contact-center-pro-1"
updated: 2026-05-14T08:23:31Z
published: 2026-05-14T08:23:31Z
excludeFromSearch: true
excludeFromExternalSearch: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Queue vs. Ring Group

## **Contact Center****Pro******

**Queue vs. Ring Group**

Basic Licenses can only be assigned to Ring Groups, and not Queues. You can build your workflow to have calls directed to a Ring Group, or Forward calls to a Basic License user directly. It's important to know that any call that is answered by anyone in the Ring Group, will be limited to the feature set available to Ring Groups, including but not limited to any calls that rollover from a Queue to a Ring Group.

|  | **Queue** | **Ring Group / Department** |
| --- | --- | --- |
|  | *(Advanced Licenses Only)* | *(Primarily for Basic Licenses)* |
| **Calls eligible for Reporting** | ✓ | ✗ |
| **Ring Options: Simultaneous Ring** | ✓ *Not Recommended* | ✓ |
| **Ring Options: Ordered Ring** | ✓*Not Available Yet* | ✓ |
| **Ring Options: Skills Based** | ✓*Not Available Yet* | ✗ |
| **Hold Experience** | **Advanced** | Basic *Once every available user is busy, calls will rollover or drop* |
| **Rollover** | ✓*To another Queue, Voicemail, Forward to an Employee or Third Party* | ✓*To Voicemail, to Forward to Third Party or Employee* |
| **Force Unavailable Settings** | ✓ | ✗ |
| **Wrap Up Time** | ✓ | ✗ |
| **Disposition Calls** | ✓ | ✗ |
| **Recording Options** | ✓ | ✓ |
| **Titan Intelligence: QA Scorecard** | ✓ | ✗ |
| **Titan Intelligence: Call Classification Review** | ✓ | ✗ |
| **Titan Intelligence: Transcripts** | ✓ | ✗ |
| **Titan Intelligence: Call Summary** | ✓ | ✗ |
| **Titan Intelligence: Call Sentiment** | ✓ | ✗ |
| **Titan Intelligence: Virtual Agents** | ✓ | ✗ |
| **Real-Time Titan Intelligence & Agent Assist** | ✓ | ✗ |
| **Future Titan Intelligence Features** | ✓ | ✗ |
| **Coaching, including Monitor, Whisper, Barge** | ✓ | ✗ |

*Licenses subject to change.* Built for the Trades, Built for Your Business