High inbound volume, without the abandon rate
Inbound is judged on two numbers: how long people wait and how many give up. Both are decided by routing and capacity, not by asking agents to work faster.
No credit card required.
Where inbound service breaks down
Volume is predictable in aggregate and unpredictable by the hour, which is exactly what a fixed roster handles badly.
Routing decides your wait times
Queue groups send each contact to the team that can actually resolve it, by skill, language or account, instead of to whoever is next.
AI takes the repeatable share
Kai answers the questions that make up most of your volume, so your people are free for the ones that need judgement.
Abandonment measured, not guessed
A dedicated report shows exactly which callers reached a queue and never got an agent, with abandon rate per queue.
The controls that move the numbers
Stop overloading your best agents
Auto-assign distributes work round robin, to the least busy agent, or at random, with a cap per agent and a global limit across every queue they belong to.
- Round robin, fewest assignments or random
- Max cases per agent, or one global capacity per person
- Queue callback instead of holding the line
Service level you can defend
Queue performance shows total, answered, unanswered, average and maximum wait, average talk and answer rate, with business hours applied so out of hours does not count against you.
- Service level as a percentage answered in target
- Abandoned call report per queue
- Agent status log with reasons and timestamps
What the team runs on
Inbound queue groups
Route by business need, each with its own service level target.
Skills based routing
By expertise, language or customer tier rather than round robin only.
Queue callback
Offer a call back and free the line.
Global agent capacity
One limit across every queue an agent belongs to.
Abandoned call report
Exactly which callers you missed, and the rate per queue.
Live agent status board
Who is Available, Away or Do Not Disturb, refreshing on its own.
Multi level SLA
First response and resolution targets tracked per case.
Business hours
So nights and weekends are not counted as failures.
Call recording
Every call recorded, transcribed and attached to the case.
CSAT surveys
Post contact ratings, triggered by disposition.
Auto close
Silent conversations close themselves as auto resolved.
Voice and messaging together
One queue model across phone, WhatsApp, chat and email.
Model it on your busiest queue Connect one channel free and watch the wait times where it actually hurts.
Answer more, abandon fewer
Start free, route your first queue, and measure the difference in a week.
No credit card required. Cancel anytime.