Short answer: A Queue List is a set of agents and routing rules that determine who gets an incoming call and in what order—with controls for wait time, overflow, and business hours. Use it to reduce missed calls, speed up response, and match callers to the best‑suited agents.

• Applies to: Web Dashboard • Audience: Admins, Supervisors, Team Leads

🧭 Table of Contents

• What it does
• When to use a Queue List
• Prerequisites & roles
• Key capabilities (at a glance)
• Routing styles: serial vs parallel
• Create & configure a Queue List
• Expected outcomes & how to confirm
• Edge cases & limitations
• Troubleshooting
• FAQs
• Related articles
• Structured data (SEO)

🧩 What it does

A Queue List holds:

• A team of agents eligible to receive a call.
• A ringing strategy (order/parallelism) that decides who rings first.
• Timers & thresholds (ring timeout, max wait time, wrap‑up time).
• Overflow rules (where to send the call if nobody answers).
• Schedules (business hours/holidays) to route calls appropriately.

Visual placeholder
Alt: Flow: Inbound Call → Queue List → (Serial/Parallel) Agent ring → Answer or Timeout → Overflow/Voicemail.
Caption: “High‑level routing flow inside a Queue List.”

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🎯 When to use a Queue List

Use a Queue List when you need to:

• Distribute calls among multiple agents/skills (e.g., Sales, Support).
• Prioritize certain agents (seniority/skills) before others.
• Keep callers on hold for a limited time, then overflow (e.g., to backup team or voicemail).
• Observe business hours/holidays without manual toggles.

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🔑 Prerequisites & roles

• MyOperator account with Web Dashboard access.
• Admin or Team Lead role (permission to create/edit Queue Lists).
• Agents added to the system with valid extensions/phone numbers.
• (Optional) Pre‑recorded hold music and voicemail greeting.

Roles & access

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⚙️ Key capabilities (at a glance)

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🔁 Routing styles: serial vs parallel

Serial (sequential)

• Fixed priority: A → B → C in that order every time.
• Round‑robin: Start where the last call ended to distribute evenly.
• Best when expertise varies and you want a preferred order.

Parallel (simultaneous)

• Ring several agents at once (e.g., top 3). First to answer gets the call.
• Use for urgent lines or when all agents have similar skills.

Tip: Hybrid patterns are common—try parallel (A+B) first, then serial for the rest, with a max wait before overflow.

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🪜 Create & configure a Queue List

Follow these steps to set up a reliable, SLA‑friendly queue.

1. Sign in to the Dashboard.
2. Go to Manage → Queue Lists (your account may show “Teams → Queue Lists”).
3. Click Create Queue List and name it (e.g., Support Level 1).
4. Add agents in the order you prefer; set availability if applicable.
5. Choose Ringing strategy: Serial (Fixed / Round‑robin) or Parallel (pick how many ring).
6. Set Ring timeout (e.g., 20s) and Max queue wait (e.g., 120s).
7. Configure Wrap‑up time (e.g., 30s) to prevent immediate re‑ring.
8. Add Overflow: fallback queue, IVR menu, or Voicemail.
9. Set Business hours & holidays; pick alternate routing After hours.
10. (Optional) Upload Hold music and Announcements (greeting, position updates).
11. Click Save, then place a test call to validate.

Sample settings (copy‑paste)

Name: Support L1Strategy: Serial → Round‑robinRing timeout: 20sMax queue wait: 120sWrap‑up: 30sParallel cohort (if used): 3 agentsOverflow: Support L2 (backup) → VoicemailBusiness hours: Mon–Fri 09:00–18:00 (local)Announcements: Greeting + periodic wait update every 45s

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🎯 Expected outcomes & how to confirm

After saving and routing a number to your Queue List:

• Live calls distribute per your strategy; first answered call connects to the agent.
• Overflow triggers exactly at Max queue wait or when no agents are available.
• Reports show answer time, wait time, abandon rate, service level, and agent utilization.

Success checklist

• Place a test call during business hours and after hours; verify expected paths.
• Simulate an all‑busy scenario to confirm overflow destination.
• Review Reports → Queues for wait/answer times within SLA.

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⚠️ Edge cases & limitations

• No available agents: Calls skip to overflow immediately.
• Long hold times: Cap with Max queue wait; consider playing a callback option if available.
• Parallel ringing & voicemail race: Reduce ring timeout to prevent voicemail pickup on agents’ devices.
• Holidays/time zones: Ensure schedules match the caller’s region where applicable.
• Recording/consent: Announce recording if required by local laws.

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🧰 Troubleshooting

Still stuck? Email support@myoperator.com with Queue List name, time window, example caller numbers, and screenshots/logs.

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🙋 FAQs

• Is a Queue List the same as a Ring Group?
  Not exactly. A Ring Group simply rings multiple endpoints; a Queue List adds timers, schedules, overflow, and reporting.
• Can I prioritize senior agents?
  Yes—use Fixed serial to put seniors first, or assign them to the initial parallel cohort.
• What’s a good starting configuration?
  Try: Round‑robin, 20s ring timeout, 120s max wait, 30s wrap‑up, overflow to backup queue then voicemail.
• Can callers hear their position?
  If enabled, you can play periodic announcements with wait updates.

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🔗 Related articles

• Create business hours & holidays — schedules and after‑hours routing
• Set up voicemail & announcements — greetings, hold music, compliance
• Queue performance reports — answer time, abandons, service level
• Queue List vs Ring Group — when to choose which

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🔎 Structured data (SEO)

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🏷️ Keywords

call queue, queue list, serial ringing, parallel ringing, round‑robin, ring timeout, max queue wait, overflow routing, after‑hours, call distribution, service level, abandon rate

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