Set up queues in Contact Center Pro

Overview

Create specialized queues with agents tailored to specific interaction types. Customize settings to enhance efficiency and improve customer interactions.

Things to know

• Contact center processes - such as adding phone numbers, linking them to marketing campaigns, and completing tasks before assigning numbers to a call center are primarily maintained in the individual level within your ServiceTitan account Settings.

• Agents can be added or removed from queues on the User Management screen. For more, see View and edit employee information through User Management.

• Any agent assigned to a queue will get any call that comes through that queue.

• Tasks in the queue are controlled by queue-level settings. However, direct-dialed calls (incoming or outgoing) are managed by employee profile settings set on the User Management screen. For more, see View and edit employee information through User Management.

• Create and edit queues in the Routing Workflows. Note that any changes you make to a queue will impact all workflows using that queue. For example, updating a queue's hold music in one workflow also affects other workflows that use the same queue.

Best practices

• Create queues based on the nature of customer inquiries, such as billing, sales, or customer service. Set up queues to align with your business units or geographic regions, enhancing the precision and efficiency of customer interactions.

• Choose a routing strategy that best fits each queue's needs, ensuring calls are directed to the most appropriate agents.

• Configure the hold experience to provide a consistent and professional customer experience, including hold messages or music.

• Adjust recording options to capture interactions while complying with privacy regulations, enabling effective quality assurance and training.

Create a queue in Contact Center Pro

You can set up queues while configuring the Routing Workflows for your contact center. To create a new queue:

1. Configure your routing workflow and select Queue as your routing module.

2. In the Queue flyout that opens, select Create new queue. 

3. Enter the Queue Name.

4. Configure the following sections:        

   1. Hold Experience

   2. Assignment Rules

   3. Recording Options

   4. Rollover Settings

Configure the Hold Experience

1. In the Hold Experience section, click Edit .

2. In the new Hold Experience screen that opens, click Add Step.

3. Choose any of the following:        

   1. Click Pause and specify the duration in seconds for the system to pause and have a moment of silence.

   2. Click Play Media to upload an audio file that customers will hear.                

      Note: There is a default hold music, but it will only play if the hold experience is empty—meaning no pauses, announcements, or wait time steps. If even one step is added, the default music will be overwritten.

   3. Click Announce Position to notify customers of their position in the queue.

   4. Click Announce Wait to inform customers of their estimated wait time.                

      Note: Steps can be swapped, rearranged by dragging, and added between existing steps. The steps repeat if the customer is still waiting in the queue at the end of the total playtime.

      

      Tip: Play an initial message thanking the caller and assuring assistance soon, followed by hold music.

4. When finished, click Done.

Set your Assignment Rules

1. View your Task Prioritization.        

   Note: This field is not editable as the Oldest task is the only available option for now.

2. Select your Routing Strategy.        

   1. Least Calls: Calls are routed to the agent who has handled the fewest answered calls within a defined time frame.

   2. Least Offers: Calls are routed to the agent with the fewest offered calls, which includes answered and missed calls within a defined time frame.

   3. Longest idle: Calls are routed to the agent who has been idle for the longest time. If the agent rejects the task, it goes to the next longest idle agent.

   4. Simultaneous ring: Calls are routed to everyone in the queue with capacity at the same time. The first person to accept it gets the task.

   5. Round robin: Agents are arranged in a random order for receiving calls. Each time an agent gets the task - regardless of whether they accept, reject, or miss it - the agent is moved to the bottom of the order for the next task.

3. Specify the amount of time a call will wait for a specific agent to accept it before moving to the next person in the order in the Assignment Timeout section.        

   Note: The Assignment Timeout section only appears when you select Longest idle or Round robin as the Routing Strategy.

4. In the Force Unavailable field, set the number of missed calls that will change an agent's status from available to unavailable.

5. (Optional) Select Enable Wrap Up Time and define the delay before the next call is sent to an agent, in seconds.        

   Note: For Call Centers, we don't recommend disabling this feature. However, you could still disable it for your back-office departments.

      

(Optional) Configure your Recording Settings

Customize your Recording Settings for Inbound calls. All queues follow the Default Recording Settings unless modified during configuration.

1. In the Recording Settings section, click Customize.        

   1. Select from the available Recording options:                

      • Always Record: Recording starts automatically when the call connects, and the agent cannot turn it off.

      • Automatically Record: Recording starts automatically when the call connects, but the agent has the option to turn it off.

      • Manually Record: Recording does not start automatically; the agent can manually start and stop it as needed.

      • Never Record: Recording is completely disabled, and the agent cannot enable it manually. 

   2. Select from the available Announcement options:                

      • Prompt employees to announce recording status: The system does not announce recording, but prompts the agent to inform the caller.

      • Never announce recording status: The system does not announce recording or prompt the agent to mention it. 

2. When finished, click Done and confirm your action in the pop up that opens.

Configure your Rollover Settings

1. In the Rollover Timeout field, specify how long calls remain in the queue before being redirected to the rollover flow or disconnected.        

   Note: The maximum (and default) queue time is 7,200 seconds (2 hours).

2. (Optional) Enable the Skip queue toggle to immediately route calls to the rollover destination if all agents in the queue are offline, unavailable, or on break. Agents already on a call are still considered available. 

Note: You can remove the queue from your routing workflow by clicking Delete From Workflow.

Caution: You can edit the pre-set queues within a routing workflow by clicking Select existing queue. If you change a queue's settings in one workflow, the change will also apply to any other workflows that use the same queue.

Don't forget to assign agents to your newly created queue by going to User Management settings.

Want to learn more?

• See Contact Center Pro

• See Set call routing rules in Contact Center Pro

• See View and manage closed communications in Conversation History