Calls to your organization can be put into queues for assignment to volunteers and for setting priorities. A queue is simply a list of calls awaiting action by a particular set of volunteers.

Where do I find it?

You can find the Call Queues page by going to Features > Calls and clicking on the Queues button.

Call queues can help you track and manage both the calls that come into your organization and the calls which should be made. Your account has a default queue, but you can also set up a custom queue. You can delete any queue, so it's safe to experiment until you get the right process for your organization. The Calls Queue list is a data table and acts like all other data tables in your account. A queue is simply a list of calls awaiting action by a particular volunteer or group of volunteers.

The call queue allow you to list, categorize, assign, and track calls coming in and going out of your organization.

When you click the Queue button, the drop-down menu shows the Default queue. All of the queues you create will be listed in the menu. Next to that menu is the Actions drop-down menu. You can select one queue or check multiple queues to delete.

Add a custom calls queue

To add a custom calls queue, click the Add a Calls button. The Edit Calls Queue page requires the name of the queue and the urgency. You can also set an email address, such as the organization's email address, to track where the calls originate. Your organization may have an email address for adoptions, and another for returns, for instance, so your Adoptions queue would use the adoptions email address.

Set default urgency

When you are creating or editing a queue, set the default urgency. For instance, in the Adoption inquiries queue below, the default for the calls is Important. All other calls in the default queue have a default urgency of Routine. 

The default urgency is set in the Edit Calls Queue fields.

Run reports about your calls queues

You can run a report for your calls that are in the queue. 

In the Calls Queue section, just as in any data table in your account, you can use the default view or create a new view. To learn more about data tables, see How information is organized in your account

When you add a view, you can select from any field in the queues menu, and sort in different ways.

Contacts calls queue

You may want to track the calls made by any given contact, for instance, by an adopter or donor. To view the queue for any particular contact, navigate to that contact and click the Calls link from the menu at the top of the contact information.