The Respect Queuing Time (or RQT), allows you to configure your calls to stay within the maximum queue time established for your team that is assigned to the phone number regardless of the agent status.
By default, the Respect Queuing Time will be toggled OFF from the Admin Dashboard of each number.
When toggled ON, calls will respect the established queuing time except if all agents actively decline the call. When toggled OFF and when all agents are offline or in do not disturb, calls will move directly to the next distribution level.
If you would like to toggle the RQT ON to have calls waiting in the queue regardless if agents are disconnected from the application, you’ll need to follow these steps:
Choose the Phone Number from the Numbers section
Select Settings in the upper right-hand corner
Scroll to Call Distribution Options
Click the button to toggle it on.
In Aircall, you will have the following Agent Statuses (please see below). Some statuses will not be taken into consideration when RQT is off.
RQT and Ringing Agents Directly
When RQT is enabled, the ring time for agents (25 seconds) will also be respected. This means any calls that ring agents directly (outside of a team) via the call distribution or via dialing by extension will ring for 25 seconds even if the user is set to do not disturb. If an agent is set to do not disturb when RQT is OFF, any call that reaches them directly will skip the agent or go to voicemail if dialed by extension.
Use Case Example
Understanding why busy agents (in-call or in after call work) are not included in the respect queuing time is due to the fact that they could become available and ready to take a call again. Because we do not know “when” specifically is, it would be difficult to include this in the RQT feature. In order to skip busy agents and move to the next level, it would require a new setting that will allow this. Any ETA is undetermined as of now on this feature.
Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!