November 15, 2023

The SmartQueuing app is now available within the Marketplace. Use this app to hold incoming calls in a virtual waiting room, ensuring calls are handled efficiently and your contact center isn't overwhelmed.

As a SmartQueuing customer, you have access to the SmartQueuing dashboard. The dashboard helps your contact center managers and supervisors monitor call queue activity and performance. The dashboard provides visibility into your call queue metrics and trends. By using this information, you can achieve the following outcomes:

• When calls exceed the threshold in a call group, the supervisor can either leverage agents from other underutilized call groups or make a case for hiring more agents if it's a recurring issue.

• Evaluate KPIs and understand any pattern changes.