Platform
Skills-based routing over WebSocket — sub-second pickup
Customers wait in a virtual queue, see their position, and get auto-assigned to the longest-idle qualified agent. Configurable overflow, priority, and after-hours rules.
<1s
Median pickup latency
Skills-based
Multi-attribute routing
Per-queue
Independent priority + overflow
Live ETA
Shown to waiting customers
Define queues with required skills (language, product, tier, region). Tag agents with the same skills. The router picks the longest-idle agent who matches all required skills for the incoming customer. If no agent matches, the customer overflows to a fallback queue per your policy — or holds with optional callback.
Multi-attribute matching, priority customers, time-of-day rules, overflow chains, callback offers, max-wait limits, and abandonment handlers. Every rule is evaluated server-side at pickup time — no race conditions.
Position-in-queue, estimated wait, and an optional 'request a callback instead' button — all rendered live in the widget. No third-party callback service to integrate.
Live queue depth across all queues, abandon rate trend, longest current wait, agent status board (online / busy / break / offline), and one-click reassignment of waiting customers to a different queue.
Yes. Tag a customer's session with a priority score (e.g. via a custom widget data field). The router considers priority before idle-time during matching.
Configurable per queue: hold (with live wait estimate), overflow to a fallback queue, offer a callback, send to voicemail, or play a recorded message and end. Most production deployments use a hold + callback offer combination.
Optionally yes — 'agent pull' mode lets an agent claim the next call from a queue manually instead of being auto-assigned. Useful for high-skill or sensitive queues.