Feature
Call Queues
Distribute inbound calls evenly across your team, hold callers with branded messaging, and keep every enquiry answered — even at peak times.
What Are Call Queues?
- Callers are held in line and connected to the next available agent — not dropped to voicemail or an engaged tone
- Demand spikes — campaign launches, Monday rushes, seasonal peaks — are smoothed so no enquiry is lost
- Queues run on Jet Interactive's own Australian telco network, so calls stay on-net from the moment they connect
- Configure each queue against your tracked numbers from within the Jet platform
- You decide how callers wait and how calls are shared across your team
Control the Caller Experience
- Make waiting feel shorter — keep callers informed, not left in silence
- Play hold music or upload your own branded audio and announcements
- Announce queue position or estimated wait time so callers know where they stand
- Set maximum wait limits before a call is moved on rather than left ringing
- Offer a voicemail or call-back path for callers who do not want to hold
- Add periodic comfort messages with opening hours, website, or current offers
Ring Strategies That Match How You Work
- Choose how each queue shares calls across its agents, so the workload is fair and the right person picks up
- Ring all — every available agent's phone rings at once for the fastest pick-up
- Round robin — calls rotate evenly so no single agent is overloaded
- Longest idle — the call goes to whoever has waited longest between calls
- Linear — calls follow a set priority order for tiered or senior-first handling
- Skills and availability aware so calls only ring agents who are ready to take them
Overflow and After-Hours Routing
- Queues never become dead ends — calls overflow to a backup team, another office, a mobile, or voicemail
- Trigger overflow when a queue fills past a threshold, exceeds a wait limit, or a campaign surges
- Time-based routing sends out-of-hours callers to an answering service, call-back, or voicemail with a missed-call alert
- No caller is left ringing an empty office
- Combine with Jet's IVR and geographic routing for inbound flows that adapt to time of day, location, and caller intent
Queue Reporting You Can Act On
- Average and longest wait times per queue, agent, and time period
- Abandonment rates so you can see how many callers hang up before connecting
- Calls answered, missed, and overflowed across teams and hours of the day
- Service-level tracking against the wait targets you set
- Full call tracking attribution, so you know which ads and channels feed each queue
- See it alongside the rest of your call data in Jet Reporting
Answer Every Call, Even at Peak
Set up call queues that share the load, keep callers informed, and feed straight into your reporting.