Smart Queue
Aloware's smart queue uses a tiered call routing system to ensure every call is answered as soon as an agent becomes available. Calls are queued in sequence and routed based on agent availability, operational hours, and other configured criteria.
To enable smart queue:
Navigate to ring groups in the Aloware admin.
Select the desired ring group.
Go to the queue tab and enable smart queue to open more options.
Once enabled, you can configure multiple features to enhance call efficiency and improve both agent management and customer satisfaction.
Core features of Aloware's smart queue
Fishing mode (Beta)
Fishing mode disables auto dispatching of calls. It allows agents to manage queued calls manually instead of relying on automatic routing. Agents using Fishing mode can pick calls from the queue through the Wallboard's Queued Monitoring section. This is useful during high call volumes, allowing agents to prioritize and manage calls at their own pace.
How fishing mode works
When fishing mode is enabled, the system stops auto-dispatching calls. Instead:
All agents in the Ring Group are notified about incoming queued calls simultaneously, ensuring maximum visibility.
Notifications are sent based on the agent's status, availability, and other routing rules.
Agents manually select the calls they wish to handle from the queue. This provides teams with greater control and eliminates the pressure of auto-assigned calls.
Considerations for using fishing mode
To ensure fishing mode operates as intended, you'll need to consider how notifications, agent statuses, and other configurations affect call handling:
Agent notifications - agents must have notifications enabled within their user notification settings to receive alerts for queued calls.
Agent availability - only agents marked as available will be notified about queued calls. Agents in "Busy," "Wrap-Up," or "Offline" status will not receive alerts.
Routing rules compliance - fishing mode adheres to the ring group's specific configurations, such as operating hours, area code restrictions, and other regional rules. These ensure that notifications are sent only to eligible agents at appropriate times.
Example scenarios
Managing high call volumes
If all agents are busy on calls, incoming calls will enter the queue, and all agents will receive notifications. Agents can then monitor the Wallboard and select calls from the queue as they become available. This ensures that calls don't go unnoticed and allows agents to manage their workload appropriately.
When supervisors assist via barge-in or whisper features
If an admin or a supervisor uses the barge-in or whisper feature during an agent's live all, the agent's status is temporarily switched to fishing mode to allow them to manage queued calls afterward.
Desktop app compatibility for fishing mode
Agents using the Aloware desktop app can receive notifications for queued calls while in fishing mode. However, agents in wrap-up status will not receive notifications until their status changes to available.
Contact owner priority routing (beta)
Contact owner priority routing ensures that callers are connected to their assigned agent first, creating a consistent experience for repeat customers.
If a caller has a designated contact owner in Aloware, the system prioritizes notifying the owner about the incoming call.
If the owner is busy in a power dialing session, the call will be added to their session.
If the owner is unavailable, normal routing rules apply, notifying all agents in the ring group.
Say the caller's position in queue
Enabling this feature helps provide callers with transparency by informing them of their position in the queue. For example:
"You are currently number 3 in the queue. Your call be answered as soon as possible."
Wait Music
Customize the caller's waiting experience by recording your voice or uploading a pre-recorded file as wait music. Alternatively, you can use Aloware's default wait music.
Repeat prompts
Determine how frequently the system offers prompts to callers by configuring the "Repeat Prompts" feature. We recommend using a 30-second interval to balance informative updates and caller engagement.
Max queue hold time
Setting a max queue hold time allows businesses to limit how long a caller remains on hold in the queue. If the time limit is exceeded, the call is marked as missed, and predefined follow-up actions are triggered.
For example, calls can automatically be routed to voicemail or another ring group, depending on the configuration in the missed calls settings (found in the general tab).
