Call Queues
Manage high call volumes with smart queues. Keep callers informed, offer callbacks, and configure overflow routing so no customer is ever abandoned.
Nectar Desk call queues hold inbound callers until an agent is available, playing hold music and estimated wait-time announcements. Supervisors can configure queue priority, overflow routing, and callback-from-queue so no caller is lost during peak volume periods.
Custom Hold Music
Upload branded hold music or promotional audio to play while callers wait in your queue.
Wait Time Announcements
Inform callers of their estimated wait time and position in queue to reduce abandonment.
Callback from Queue
Let callers request a callback instead of waiting on hold — agents call them back when available.
Multiple Queues
Create separate queues for each department, product line, or language and route via IVR or ACD.
Overflow Rules
When a queue hits capacity or max wait time, automatically overflow to another queue, voicemail, or number.
Queue Analytics
Track abandonment rate, average wait time, and SLA compliance per queue from the analytics dashboard.