Configuring the Queue activity

The Queue activity branches workflows based on real-time queue conditions, enabling you to route calls based on emerging queue conditions. The Queue activity supports Ring Group queue conditions.

For example, you can configure a Queue activity to check queue conditions and offer a Callback Request activity to callers experiencing long wait times. The Queue activity can help to lessen abandoned calls and manage Service Level objectives by routing calls based on emerging queue conditions.

You can add and edit branching conditions for queue activities and group queue conditions to determine how IVR Routing directs callers through the workflow. Queue group real-time condition definitions vary depending on the type of queue group. For more information, see "Real-time queue conditions and queue groups".