View Queues
System Administrators and Call Center Managers can access filtered views of the queue management dashboard. This feature gives targeted visibility and control over topic-specific queues. System Admins have full access to this feature, while Category Admins receive limited dashboard visibility based on the topics they are assigned to.
To Access Queues
- Click on the View: Select Queues
- Check the boxes next to the Queue(s) you wish to view agents for
Disabling Voicemail for Queue
For districts that leverage our Telephony and Call Center features, you can now customize your settings to disable voicemail, prompting callers to call back later or try a different channel, such as submitting a dialogue. To manage this go to Settings > Phone and Text > Queues > Select your queue > toggle "Accept Voicemails" to the preferred option.
Queue Prioritization
Queue Prioritization allows Call Center users to answer calls based on the priority assigned to the queue, allowing priority calls to jump the line. Supervisors can see the priority within the Queue Management Page.