Call queues are how Natterbox holds inbound callers in an waiting pattern and connects each one to the most appropriate available agent. This overview explains what a call queue is, the features it offers, and how it fits into your routing policies. For step-by-step configuration of each setting, see the Call Queue App reference.
What is a call queue?
A call queue is a call distribution mechanism for contact-centre call handling. When more calls arrive than there are agents free to take them, the queue holds callers in order, keeps them informed while they wait, and delivers each call to an agent as soon as a suitable one becomes available.
In Natterbox, a call queue is created using the Call Queue app inside a routing policy. It is the primary tool for team-based inbound call handling and sits at the heart of most contact-centre deployments.
ℹ️
Note: A call queue is not the same as a hunt group. A hunt group rings a group of people simultaneously or in sequence, whereas a call queue holds callers in line and applies intelligent, skills-based distribution, callbacks, announcements, and wrap-up. Use a call queue for contact-centre workloads and a hunt group for simpler group-ringing scenarios. To see a comparison, see this article.
Key features
Skills-based routing - match callers to agents who hold the right skills (for example language or product knowledge), so calls reach the person best placed to help.
Availability states and profiles - users can login and logout so the call queue doesn’t ring unavailable users and increase caller wait times
Callbacks - let callers keep their place in line and receive a call back when an agent is free, instead of waiting on hold.
Custom drop-out option - a key can be configured for callers to exit the queue and continue in the routing policy. Often a voicemail or custom callback solution is then configured.
Announcements - play timed, looped, or rule-based messages to waiting callers, such as a greeting, queue position, or expected wait time.
Customisable wrap-up time - give agents a defined period after each call to complete notes and admin before the next call is offered.
Priority waiting - certain callers can be given an increased or decreased priority
Real-time and historical reporting - monitor live queue activity on wallboards and analyse performance with call queue specific fields on the call reporting object.
How it works
A call queue lives inside a routing policy and is built with the Call Queue app. At a high level, the flow is:
An inbound call reaches the routing policy and enters the Call Queue app.
The queue evaluates which agents are eligible to take the call, applying skills requirements where configured.
While the caller waits, announcements play according to their configured wait times, and the caller may be offered a callback.
When a suitable agent becomes available, the call is offered to them, optionally with a whisper announcement and an accept-key prompt.
Once the call ends, the agent enters wrap-up (if configured) before becoming available for the next call.
Queue membership is driven by Natterbox groups: agents are added to the group associated with the queue, and settings such as skills routing and call screening are enabled at the group level. An agent can serve more than one queue at a time.
Use cases
Support desk - route inbound support calls to the next available agent, with position announcements and a callback option during busy periods.
Sales team - use skills routing to send enquiries to agents who handle a particular region, product, or language.
Multi-team contact centre - run several queues in parallel, using agent whisper so agents know which queue each call belongs to.
Best practices
The following recommendations help you get the most out of your queues and give callers a better experience. Use them as a starting point and adapt the specific figures to your own call volumes and service targets.
Distribution and wait handling
Use Longest Idle distribution rather than ringing all agents simultaneously. It shares calls more fairly across the team, helps prevent burnout, and is a prerequisite for accurate callback queueing and skills-based routing.
Cap the maximum wait time. Avoid leaving callers in a queue indefinitely - a sensible cap (for example 5–10 minutes) forces the call to an overflow action, which is a better experience than a caller abandoning after a long wait.
Aim for short ring times of around 10–15 seconds per agent so calls are answered promptly and roll on quickly if an agent does not pick up.
Overflow and alternative routes
Define a no-answer overflow route. When the queue times out, send the call to a Voicemail app, a secondary queue, or reception rather than letting it hit a dead end.
Handle the no-agents case. Add a fallback route for when zero agents are logged in (for example after hours or during team meetings) so callers are not held in a queue that will never be answered.
Give callers an escape option, such as pressing a key to leave a voicemail or reach an operator, so those who cannot wait are not left frustrated.
Offer callbacks when waits get long. If average wait times regularly exceed a couple of minutes, enable callbacks so callers can keep their place in line without holding - this typically improves customer satisfaction significantly.
Announcements
Announce queue position. Giving callers this information manages expectations and has been shown to reduce abandonment.
Add periodic messages to deflect simple queries to self-service (for example "Did you know you can track your order online?").
Use high-quality audio.Text-to-speech message keeps your brand consistent across all inbound lines and allows quick changes.
Agents and skills
Keep agent skills up to date so calls route to people who genuinely have the right expertise, and cross-train agents to increase coverage.
Use wrap-up time deliberately. Give agents enough time to complete post-call admin, and consider AI-generated summaries to keep notes consistent while reducing manual effort.
Monitoring and improvement
Monitor queues in real time on Wallboards so supervisors can react to spikes in waiting callers or agent availability.
Review performance regularly using Salesforce reporting, tracking metrics such as average wait time and abandonment.