Queues screen overview

  • Updated on Apr 25, 2026
  • Published on Apr 25, 2026
  • 3 minute(s) read
Prev Next

Overview

The Queues screen in Contact Center Pro is where administrators manage all call queues in one place. From this screen, you can view queue settings, assigned employees, routing strategies, and transfer rollover configurations across your organization. Keeping your queues organized and properly configured ensures callers reach the right team, even when no agent is immediately available.

Who uses this feature

  • Administrators and managers

  • Applies to all business types

  • Applies to all trades

Feature configuration

  • This feature is currently in Early Access and is subject to change. It is subject to change. If you want to enable this feature for your account, book a demo here.

  • This feature requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network.

  • The Edit Routing Workflows permission is required to use this feature. Please contact the account administrator on your team. For more, see Manage Contact Center Pro permissions.

Things to know

  • Warning icon appears if Transfer Rollover is under 30 minutes and no rollover destination is set. Configure a destination before go-live.

Access the Queues screen

  1. In Contact Center Pro, go to the top toolbar and click Settings.

  2. In the side menu, go to Routing Workflows > Queues. Settings menu highlighting the 'Queues' option in a contact center interface. The Queues screen opens, displaying a table of all queues configured for your account.

Queues table overview

The Queues table displays the following columns for each queue:

  • Name: The queue's display name.

  • Routing Strategy: How incoming calls are distributed to agents in the queue, such as Longest idle.

  • Transfer Rollover: What happens to a transferred call if no agent in the queue answers. Possible values include Send to Group Voicemail, Forward Call, Custom Transfer Flow, and End Call.

  • Assigned Users: The number of agents assigned to the queue.

  • Routing Workflows: The number of routing workflows linked to the queue.Overview of queues with routing strategies and assigned users in a management interface.

Edit a queue

Click Edit A simple icon in the shape of a pencil. next to any queue on the Queues screen to open the Edit Queue drawer. From here, you can configure the following:

Note: If a queue is used in more than one workflow, a warning banner appears at the top of the drawer. Any changes you save apply immediately to all linked workflows.

Edit the queue name

  1. In the Edit Queue drawer, click the Queue Name field.

  2. Type the new name.

  3. Click Save. Editing the queue settings with a warning about workflow changes affecting all users.

Manage assigned users

  1. In the Assigned Users section, click See all users.

  2. To add an agent, from the Add users dropdown, search for and select an agent, then click Add. User interface showing agent selection with highlighted option for adding Sarah.

  3. Click Back   to return to the Edit Queue drawer.

View linked workflows

  1. In the Routing Workflows section, click See all routing workflows. Settings for Agent Queue 1, including assigned users and routing workflows options. The Workflows sub-screen lists all routing workflows linked to this queue, including Queue Transfer and Voice types, along with each workflow's status.

  2. Click Back   to return to the Edit Queue drawer.

Configure hold experience

The Hold Experience section controls what callers hear while waiting in the queue. To set or update the hold experience, click Edit next to Hold Experience and add a step. For more, see Configure the Hold Experience.

User interface for creating a custom hold experience with various options listed.  

Configure assignment rules

The Assignment Rules section controls how calls are distributed to agents. Settings include:

  • Task Prioritization: Determines the order in which tasks are assigned to agents. Currently, Oldest Task is the only available option.

  • Routing Strategy: Determines which available agent receives the next call. For example, Longest Idle.

  • No-response timeout: The number of seconds before a task moves to the next agent if the assigned agent does not respond.

  • Force Unavailable: The number of missed calls before an agent's status is automatically changed to unavailable.

  • Wrap Up Time: When enabled, gives agents a set number of seconds after a call ends before they receive the next task.

Settings for task prioritization and routing strategy in a call center interface.

For more, see Set your Assignment Rules.

Configure rollover settings

The Rollover Settings section controls what happens to calls in the queue when the rollover timeout is reached. Settings include:

  • Rollover Timeout: The number of seconds a call can remain in the queue before rolling over.

  • Skip queue if all agents are unavailable: When enabled, calls bypass the queue entirely if no agents are available. Rollover settings with a timeout of 7200 seconds and a toggle option for agents.

For more, see Configure your Rollover Settings.

Configure transfer rollover

The Transfer Rollover section controls what happens to transferred calls that are not picked up. Options include:

  • Send to Group Voicemail

  • Forward Call

  • Custom Transfer Flow

  • End Call

Options for handling transferred calls not picked up, highlighting custom transfer flow.

For more, see Configure Transfer Rollover settings for your queues.

Want to learn more?

Related articles