How queues work in GoDesk
A queue is a group of people who take a kind of work: calls, WhatsApp, webchat, SMS or email. One queue can handle calls and chats together.
For calls, a queue in GoDesk can be linked to a phone queue in GoDesk Voice. When it is, the people you put in the queue are kept in step on the phone system automatically.
Your administrator creates queues and sets their timers and how chats are shared out. As a supervisor you manage who is in each queue, day to day.
Manage who is in a queue
Select Team in the menu, then Queues. You need the permission to manage queues; if you do not see Queues, ask your administrator.
Each queue shows its members, the chat channels it takes and, if linked, its phone queue and how calls ring.
To add someone, choose them in Add an agent, then select Add. To add a whole team, choose it in Add a whole team, then select Link team. Team members then follow the team: people who join or leave the team join or leave the queue.
In the Handles column, select the channel chips (Calls, WhatsApp, Webchat, SMS, Email) to choose what each person takes. Calls is struck through for someone with no phone extension.
Set Level to Primary or Backup. Backup members get calls only when every primary member is busy.
Use Move to to move someone to another queue in one step, or Remove to take them out. Open Recent changes at the bottom of a queue to see who changed what.
Watch queues live
The Floor (Team, then Floor) shows callers waiting, the longest wait and chats waiting at the top of the page.
On a dashboard or wallboard, the live widgets Callers waiting now, Chat queues now and Queues now show each queue as it is. Chat queues now also shows each agent's open chats against their maximum, in red when they are full.
Waits over your service level target are shown in red on Callers waiting now.
Service level for calls
Service level is the share of queue calls answered within your target time. Callers who hang up within a few seconds are left out, so they do not count against you. Your administrator sets both times; the target is 20 seconds unless it has been changed.
Open Insights, then Reports, then Call queues for the full picture: calls into queues, answered, hung up waiting, abandon rate, service level, average speed of answer, longest wait, callers who left the queue, and callers not called back.
Every figure opens the calls behind it. Use the Team and Person filters to narrow the report.
The list Missed callers to call back (on a dashboard) has a Call back button to ring the caller from your browser phone, and Done for someone you reached another way.
Service level for chats and email
In a conversation, a chip such as Waiting 3 min shows how long the customer's oldest unanswered message has waited.
The Chat & email report shows first response time, the share answered within target, missed conversations, reply and handle times, first-contact resolution and customers waiting for a reply now, by channel and by agent.
Ticket targets (SLA)
Each ticket has target times for the first reply and for resolution. They come from the SLA policy your administrator has set, based on the ticket's category and priority, and they count business hours.
On the ticket list and on each ticket, a chip shows the time left, for example First reply due in 40m, or how long it is overdue. It turns amber when less than two hours are left and red once the target is missed. When a ticket is waiting on the customer or someone else, the chip shows Clock paused (Paused in the list) and the time does not count.
Use the Due soon view on the Tickets page to see what is close to its target. The bar at the top of the screen shows your team's tickets past due and unassigned tickets.
When a ticket is escalated automatically, a red line on the ticket names the rule and level. Select I'm on it to acknowledge it.
For the history, open Reports, then Tickets (resolved within target, escalations, reopens) or SLA Breach Detail.
If something does not work
Changes to a queue show 'Saved in the CRM, but the phone queue was not updated': calls may still ring the old members. Tell your administrator so they can check the link to the phone queue.
A queue is missing or you cannot change how calls ring: creating queues, linking phone queues and ring settings are for administrators.
Figures on the Call queues report look wrong or empty: the phone system feed may be delayed. Wait a few minutes and refresh. If it continues, contact your administrator or GoDesk support at help@godesk.co.ke.
← Back to the supervisors learning path