Call Queues
Distribute inbound calls evenly across your team, hold callers with branded messaging, and keep every enquiry answered — even at peak times.
What Are Call Queues?
Call queues hold inbound callers in line and connect them to the next available agent in a team, rather than dropping them to voicemail or an engaged tone when everyone is busy. When demand spikes — a campaign launch, a Monday morning rush, or a seasonal peak — queues smooth the load so no enquiry is lost.
Because queues run on Jet Interactive's own Australian telco network, calls stay on-net from the moment they connect. You configure each queue against your tracked numbers, set how callers wait, and decide how calls are shared across your team — all from within the Jet platform.
Control the Caller Experience
A queue is more than a holding pen. Jet gives you the tools to make waiting feel shorter and keep callers informed while they wait for an agent.
- Play hold music or upload your own branded audio and announcements
- Announce queue position or estimated wait time so callers know where they stand
- Set maximum wait limits before a call is moved on rather than left ringing
- Offer a voicemail or call-back path for callers who do not want to hold
- Add periodic comfort messages with opening hours, website, or current offers
Ring Strategies That Match How You Work
Different teams answer calls differently. Jet lets you choose how a queue distributes calls across the agents assigned to it, so the workload is shared fairly and the right person picks up.
- Ring all — every available agent's phone rings at once for the fastest pick-up
- Round robin — calls rotate evenly so no single agent is overloaded
- Longest idle — the call goes to whoever has waited longest between calls
- Linear — calls follow a set priority order for tiered or senior-first handling
- Skills and availability aware so calls only ring agents who are ready to take them
Overflow and After-Hours Routing
Queues should never become dead ends. When a queue fills beyond a set threshold, exceeds a wait limit, or a campaign sends more volume than one team can handle, Jet overflows the call to a backup team, another office, a mobile, or voicemail.
Pair queues with time-based routing so out-of-hours callers hear the right message and are directed appropriately — to an answering service, a call-back form, or voicemail with a missed-call alert — instead of ringing an empty office. Combined with Jet's IVR and geographic routing, you can build complete inbound flows that adapt to time of day, location, and caller intent.
Queue Reporting You Can Act On
Every queued call feeds straight into Jet's reporting, so you can see how your teams are coping and where service is slipping — and tie it all back to the campaigns driving the calls.
- Average and longest wait times per queue, agent, and time period
- Abandonment rates so you can see how many callers hang up before connecting
- Calls answered, missed, and overflowed across teams and hours of the day
- Service-level tracking against the wait targets you set
- Full call tracking attribution, so you know which ads and channels feed each queue
See it alongside the rest of your call data in Jet Reporting.
Answer Every Call, Even at Peak
Set up call queues that share the load, keep callers informed, and feed straight into your reporting.