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| Voice setting | Description |
|---|---|
| Maximum queue size | Your call queue size determines how many incoming calls will be kept waiting for an available agent before being sent to voicemail.
You can select one of the following queue sizes:
|
| Maximum queue wait time | Callers who wait longer than the time specified in the maximum queue wait time are sent to voicemail.
You can select one of the following wait times:
|
| New live call recordings are public? | Enabling this option allows the requester to see recordings from live calls that are added to tickets. |
| Only route calls during business hours? | Enabling this option routes calls to available agents only during your account's configured business hours. Outside of your business hours, all calls are sent directly to voicemail.
If you haven't already done so, you can configure your business hours (see Setting your business hours. |
| Agent wrap-up after calls? | This option gives agents time to finish making notes in a ticket before they take another call. Agents can take as much time as needed, then click an option in the call console when they are ready to become available for another call.
If your agents are answering calls while they are away from their computers, or if they don't need extra time after calls, you can disable this setting. When this option is disabled, agents are immediately available for the next call when they finish a call; they do not need to click and option to become available. Support tip! Check out what our support advocate Max says about this option in The Call Center Unplugged. |
| Agent confirmation when forwarding? |
When agents forward calls to their phones, this option requires agents to press a key before the call is connected to indicate that a person is answering the call and not an automated voicemail. This prevents calls from forwarding to an agent's personal voicemail if they do not answer. Forwarded calls not answered with a key confirmation are routed to the voicemail system and recorded in a ticket. If your agents forward calls to a phone system where personal voicemail boxes are not an issue, you can disable this option so that agents are immediately connected to callers when they answer. |
| Allow UK mobile agent number forwarding | This option allows agents to forward calls to UK mobile phone numbers. Calls forwarded to UK mobile phone numbers incur a higher cost per minute than US numbers. For pricing information, see the Forwarding Rates section in Zendesk Voice pricing. |
These settings can be changed at any time. For example, during especially busy times you might want to increase the size of the queue or the maximum wait time.
Using the call activity dashboard
The call activity dashboard displays data about the call queue and your agents' voice channel activity. The time data in the dashboard is displayed in minutes and seconds.
Three sets of data capture the current queue activity, activity over the last 24 hours, and activity for each agent. Current queue activity and agent activity are updated every 5 seconds. Agent activity over the last 24 hours is updated every 5 minutes. This data is described in the following tables.
| Activity metric | Description |
|---|---|
| Calls waiting | The current number of callers in the queue waiting for the next available support agent. |
| Average wait time | The average wait time for all callers who are waiting for an available agent. |
| Longest wait time | The longest wait time for any caller in the queue. |
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