Queues

Effectively managing your company’s queues is essential for maintaining a smooth communication flow. By following this guide, you will be able to efficiently handle queues, ensure optimal call management and maintain a high level of service within your team.

This guide provides a comprehensive overview of queue functions and settings to help you understand and utilize them effectively through Infinity Mobile. To access all queues in the system, tap Queues in the menu bar at the bottom of the app.

Toolbar

At the top of the screen, the toolbar contains several useful features. In the menu () you can sort queues as desired, filter call history (e.g., only show missed calls) or activate yourself in all queues that you are a member of with a single tap.

Search () for a specific queue or look up calls in the call history (depending on the tab you are in).

Queue Overview

When you enter the Queues tab, you will see an overview of all the company's queues, giving you a quick insight into their current status.

→ Number of queue members and how many are currently active.
→ Total average wait time, reset at midnight.
→ Service level achieved for the day.
→ Number of active queued calls, tap this to answer a call.
→ Button to call the queue.

Queues you are a member of will display a slider for easy activation. When you are active the slider indicator is green and when paused the slider indicator is gray. Queues you are not a member of will show the same overview but without the activation/pause button.

💡 Tip! If your company has a large number of queues, use the search function () in the toolbar to find specific ones. Long-press a queue to copy its phone number.

Call History

The queue overview displays a call history of all queues combined, making it efficient to track calls when working across multiple queues. The history is searchable using the magnifying glass, for detailed information tap a call, such as who answered it and how long it was in the queue.

Handle missed calls

By marking a missed call as handled, you prevent multiple colleagues from acting on the same missed call. Click on the pencil icon that appears when you select a missed call to both mark it as handled and add a note. For example, if you attempted to call back but couldn't get through.

Queue Detail View

If you select a queue, you will access all its details. Here, you get a quick overview of all key information. You can easily see who is active and also activate/pause yourself or your colleagues if you have the correct permissions.

By tapping Call History, you can view all missed and answered calls along with details on who handled them. Long-pressing a call in the history will copy the phone number.

The "Carousel"

At the top of the queue detail view, the carousel displays key queue metrics in rotating data cards. You can manually swipe between them or let them rotate automatically.

• Answered Calls – Shows the number of answered calls vs. total calls. (Example: 5 out of 8 calls answered).

• Average Wait Time – Displays the current average wait time and the longest waiting call.

• Service Level – The goal for response time (e.g., answering within 10 seconds). (Example: 88% of calls answered within 10 seconds).

• Incoming Calls – When calls are in queue, the carousel stops on this card until all calls are answered. It displays the caller’s number and wait time.

Managing Queue Members

In the menu at the top right, you have the option to add or remove members from the queue. Click on "Manage Members" and select whom you want to add () or remove (). To add or remove users, you must have the correct permissions, see Permissions for more information.

You can also visually sort the members in your preferred order using the sorting button (). This sorting is synchronized across your different interfaces.