Work Groups and ACD Queues - Making the Right Choice to Match Your Business Needs

Even though work groups and queues serve a similar purpose – both enable the routing of callers to a group of agents or employees from the top of a list down, round robin or via a simultaneous ring – they are not created equally.


Work groups are the better choice for companies that need to route calls to a specific group of employees, such as a sales team, any of which could equally handle the calls. Conversely, ACD queues are better suited for companies that need to regularly route calls to individuals based on specific qualifiers.


For example, a call center manager using a queue can program calls to be routed to agents based on which agent has been idle the longest, has taken the fewest calls, or has had the least talk time. Calls can even be routed to specific agents based on skill set. So, if one agent is an expert on shirts and another is an expert on shoes, a caller with questions about shirts could be automatically routed to the shirt expert.


Queues also allow a business to play specific announcements to callers based on their wait time within the queue. These prompts can be static, repeating a standard message, or dynamic, updating a caller of his or her estimated wait time or position in the queue.


Managers preferring more control can benefit from queues, which offer a current status monitor that shows managers the available agents, callers on hold, wait times and more. Queues also provide managers access to 40 customizable reports to measure performance.


In TeleVantage, both work groups and queues allow agents to add a tab to their ViewPoint that shows only the members of their group. This tab makes it easy to quickly see who is available to take calls, but, again, there are differences.


In a work group, as long as the folder is shared, agents can see other work groups and take calls even if they are not assigned to that work group. Queue agents can only see and take calls for queues of which they are members.


Members of work groups do not need to sign in and out like queue agents do. Work group agents will get calls based on their personal status, but queue users must be in an available personal status and signed into the queue to receive calls. A queue agent with an available personal status who is not signed in to the queue will not receive phone calls.


One final consideration – work groups can be set up from within the application with no additional licenses. Queue set up requires the purchase of call center licenses. Companies that have a call center environment need to ensure they have the proper licenses and accurate user counts.


If you are unsure as to which option is right for your company, let us know. We can help you determine whether work groups or queues will better benefit your business.