Hold Queue

What the Hold Queue Is

The hold queue manages callers that have been connected but
cannot be immediately bridged to an agent because all agents
are busy. Instead of dropping the call, the system places
the caller on hold until an agent becomes available.

Hold Queue Capacity

Each offer's hold queue has configurable capacity limits:

• An absolute maximum number of callers.
• A percentage of the offer's total active concurrency cap.
• An average-hold-time ceiling that rejects new callers when the current average hold time exceeds it.

When the queue is full, the call is sent to the call
router action configured for a full hold queue.

Processing

Hold queue calls are processed on each dialer cycle.
Callers are sorted with inbound calls first, then oldest
calls first. The dialer matches hold
callers to available agents, whether assigned to a
specific number, to a call router, or matched by token to
a buyer.

Maximum Hold Time

When a caller's hold time exceeds the configured maximum,
the caller is removed from the hold queue and the call is
sent to the call router action configured for exceeding
the maximum hold time. When no such action matches the
call, the caller is hung up.

Hold Queue and Call Pacing

The hold queue does not automatically slow the dialer's
call placement rate. A growing hold queue is a signal of
pacing issues, so operators should monitor hold queue
depth and adjust pacing as needed.