A few updates for agent-first campaigns: callers get a way out of the hold queue, greetings you write yourself, and a new wallboard for the calls you're missing.

Virtual queue for agent-first

When every agent's busy, callers can press 1 to leave the live queue and keep their spot for a callback. Turn it on under Inbound agent-first fallback on the transfer destination. Four settings run it:

• Window: how long the callback stays live (15–480 min, default 120).
• Attempts: dial-backs before we give up (1–5, default 2).
• Retry delay: wait after a no-answer (1–60 min, default 10).
• Closing buffer: stops offers near close so you don't over-promise (5–120 min, default 30).

Full setup in the agent-first callback docs.

Custom inbound voicemail greetings

Write your own business-hours and after-hours greetings, set on the same transfer destination. Leave one blank and it falls back to your org greeting, then careCycle's default. See Transfer Destinations.

New Queues & Callbacks wallboard

A new Queue & Callbacks tab that shows the calls you're missing and why:

• Outbound queue: who's waiting, who's being dialed, and the oldest wait. A climbing queue means too few agents for your dial volume.
• Inbound callbacks: accepted, pending, no-answer, and broken promises (waited, never reached an agent), with at-risk and overdue flagged first.

Full metrics in the Wallboard guide.

ps. our site got a facelift

We just revamped the website. Take a spin through carecycle.ai and tell us what you think.