--- title: "Queues" canonical: "https://help.telegra.de/space/TAK/9561593217952/Queues" format: markdown --- ## Queue main information ![Configuring the waiting loop in the telegra ACD](media://eb4fa525-fce8-455e-a0b1-cccc22b88aef) | | | | --- | --- | | **Name** | The name of the queue. This name appears in the routing plan, in the overview of the agents assigned to the queue and in the overview of the responsible team leaders. | | **Announcement** | The announcement, or audio file, that callers hear while on hold. | | **Intro Announcement** | The intro announcement is always played at the beginning of a queue. Please remember that the intro announcement is included in the calculation of the waiting time. If an agent is available again during the intro announcement, the intro announcement will be interrupted. | | **Max. wait time (1-5400 s)**
** ** | This value determines the maximum waiting time (Time Out) of a caller in seconds before the next destination in the routing plan is addressed. | | **Max. callers per Agent (0.1-10.0)** | You can define how many callers are accepted by the queue. The number is determined by the factor of callers per logged in agent entered here. Example:
Specified value **2**
Logged in agents: **3**
Result of the max. allowed number of callers: **6** (2*3 callers) | | **Min. callers (0-500) ** | By default, a queue without at least one logged-in agent who is on a call or on an active break does not allow a call and routes directly to the next destination configured in the routing plan. Here you can specify whether a certain number of calls will always be put on hold, regardless of the dynamic factor. | | **Priority setting** | Elsewhere in the ACD, you have the option of defining rules to set a priority for the caller. The priorities affect how the caller is handled in a queue and influence the waiting time. | > 📝 ### Special feature: The dynamic capacity depending on the dropout rate ![Setting the dynamic capacity of the waiting queue](media://977085f2-72da-4d70-bf2a-9d4d67e05857) You can define whether the dynamic capacity of a queue is based on the abandonment rate in %. In addition, the interval for calculating the abandonment rate can be set individually (15, 30, 45 or 60 minutes).