Queue
A waiting line for inbound calls — VICIdial's in-group implements this.
Queue is the structure that holds inbound calls waiting for an agent. In VICIdial, queues are configured as In-Groups.
Each in-group has:
- Routing strategy (round-robin, least-recent, skill-match)
- Music on hold
- Position announcements ("you are caller 3 in queue")
- Maximum wait before fallback (overflow to voicemail / external)
- Service level (e.g. 80% answered within 30 seconds)
Service level (SL)
Industry-standard metric: percentage of calls answered within X seconds. 80/30 = 80% answered within 30s.
VICIdial tracks SL per in-group + per shift.