How the call queue works

The application adds patients to the call queue during a scheduled time frame, also called a window. Patients in the call queue appear on the Call Center List page. Depending on the design of your study, the call queue can consist of phone-based patients, web-based patients who are delinquent in completing their patient surveys within a specific time frame, or both. Paper-based patients are not in the call queue but can appear on the Call Center List page if you use the search filters to find them.

The Call Center List page serves as the homepage for Call Center staff as well as a task list.

• Call Center staff notifies patients that appear on the Call Center List page that their surveys are due.
• When the maximum number of notification by phone attempts has been reached, the application removes the patient from the call queue until the next scheduled survey completion window.