Call queues are most commonly used by Natterbox contact centres. They are very useful for holding callers and routing to a user as configured. Hunt groups are a simpler option. Here is a comparison to choose what is better for your use case.
Feature | Call Queues | Hunt Groups |
|---|---|---|
Call Distribution Rules | Customisable distribution rule including longest idle, least talk, etc.. | Calls all users at once. Can customised time frame and time delay per call group |
If no users are available… | Call is queued and waits for a specified amount of time before moving on. Minimum 1 minute | Call exits the hunt group and moves on with routing |
Skills routing | Yes and customisation around settings including | Yes but not customisation around algorithm or failover to unskilled users. |
Callbacks | Yes | No |
Hold music | Yes with a choice of 8 defaults and the option to upload your own | Yes but only with camping enabled |
Camping | No | Yes |
Customisable ring time | Yes | Yes |
Supports calling a group or multiple groups | Yes | Yes |
Supports calling individual users or phone numbers | No | Yes |
Supports calling case owner / lead owner | Yes but with a skills script | Yes |
Announcements | Yes and also announcements based on rules, e.g. call queue position less than 10 | Yes but simple announcements when camping enabled |
Availability | Respects availability | Respects availability only when calling a group |
Wrap-Up | Customisable wrap-up time (including early exit and extend) | Default wrap-up of 20 seconds |
Wallboards (Real Time Tracking) | Components focused on queue metrics and calls entering the queue and waiting. Agent availability in queue | No |
Reporting (Historical Tracking) | Extra call queue specific fields: From Call Queue Last Queue, From Call Queue Last Disposition, From Call Queue Total Wait Seconds, From Call Queue Last Wait Seconds. Phone events for missed calls offered to users in the call queue | Default fields around calls Phone events for missed calls offered to users in the hunt group |
Auto answer | Yes and the ability to remove the call reject button. | No |
Licences |
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