Overview: Queues (Console)

This article explains the basics of queues in Console.

In this article

Overview

A queue is where queue users connect to customers on live interactions. There are two common types of queues:

• Inbound queue

• Outbound queue

An inbound queue is where you are receiving questions from customers. Some use cases where inbound queues are useful are when you need to direct customer questions to your support, billing, and/or customer service teams. These questions and interaction volume can vary in size. 

An outbound queue is where your team is reaching out to customers or prospects. Your sales and recruitment teams might mainly use an outbound queue as opposed to an inbound queue since they call prospects and job candidates to set up meetings and complete follow ups.

Through these queues, your team is communicating with customers or prospects. In either case, inbound and outbound queues are the most common types of queues, but they aren’t the only types of queues. 

These are some other ways you can use a queue:

• Use a queue as a “work repository” where you treat interactions more like a to-do list for the day.

• Use a queue on an “as needed basis”, like having a queue hold only customer voicemails or customer feedback responses from various surveys. 

• Use a specific queue to run practice and coaching sessions for new hires. 

In any case, the most common use of a queue is to engage with customers.

Why use a queue?

Queues are very powerful tools allowing you control around how the customer experiences your organization. You can craft a meaningful experience for the customer before, during, and after they engage with your team. And, you can then access powerful reporting to gain visibility into the health of this experience, letting you easily pivot when needed.

In short, queues make a better experience for the queue users, the management team, and the customer. For users, queues allow access to more information and tools to manage the experience. They provide management with the data needed to pinpoint and address pain points. And, they give the customers the experience they want.