MW
Marcus Whitfield
Broker · Arbor Homes Realty
“Every listing city has its own local number now. Open-house calls actually get answered — no more screened voicemails from unknown prefixes.”
Call Queues · ACD
Call queues that route to the right agent, every time.
Skills-based routing, queue callbacks, and live supervisor tooling — powered by machine learning on call outcomes.
Skills-based routing
Queue callbacks
Overflow rules
Live supervisor tools
Routing engineSkills + queue depth + ML
Incoming
+1 (415) 555
Billing
+1 (212) 555
Technical
+1 (305) 555
Spanish
+1 (646) 555
VIP
→→→→
Agents
/01Agent 01Billing
/02Agent 02Tech
/03Agent 03ES · T2
/04Agent 04VIP
Avg wait
0:38
Service level
92%
Abandon
1.4%
Queue callbacksAbandon −54%
3rd in line~2 min · live announce
What Twiching ACD includes
Everything to route, manage, and coach.
Built for US support and sales teams. No add-on licenses, no extra dashboards — everything below ships in the base plan.
/01
Multi-queue design
Separate queues per skill, product, region, or priority — each with their own supervisors.
/02
Skills-based routing
Tag agents with skills (billing, technical, Spanish, tier-2). Calls match using weighted routing preferences.
/03
Queue callbacks
Caller opts out of the queue, keeps their position, and gets called back when their turn comes up.
/04
Overflow rules
When wait time passes a threshold, calls spill to a backup queue, an external number, or voicemail.
/05
Live wait-time announcements
"You are third in line, estimated wait two minutes." Built on the Erlang model, updated live.
/06
Supervisor tools on queues
Service level by skill, longest wait, per-agent state — silent listen, whisper, or barge in real time.
Pick the right strategy
Five routing strategies. One toggle each.
Mix and match per queue — sales gets round-robin, billing gets skills-based, no extra licenses. Click a strategy to see when to use it.
Twiching · ACD live viewLive
Strategy · Linear · Top-of-list cascade
1
Agent 01Senior
Busy2
Agent 02Senior
Ringing…3
Agent 03Tier-2
Waiting4
Agent 04Tier-2
WaitingTop-of-list cascade
Linear routing
Top of the list first.
Calls always try the first agent in the queue. If they're busy, the call moves to the next. Predictable, ordered, and easy to debug — best when you have a clear seniority order.
Best for
- Small teams (2–6 agents)
- Tiered support with a senior-first preference
- Teams that audit by who answered first
Live announcement studioCaller messaging + agent whisper
Caller hears
"Connecting you to an agent now."
Agent hears (whisper)
"Premium customer · 3 prior tickets · friendly greeting"
Position
3rd
ETA
~2m
Whisper
On
SL today92%
target 80%Whispers · ETAs · SLA alarms
Queues that communicate.
Position-in-line, ETA, agent whispers, and live SL alarms — every detail tuned to keep abandonment low and callers informed.
- Whisper announcementsPre-roll the queue name and SL for the agent before the caller connects.
- Position-in-line + ETACaller hears their place every 30 seconds, with average wait time.
- Overflow rulesSpillover to a sister queue, voicemail, or external DID — by SL or by call count.
- Live SLA alarmsSlack, email, or wallboard pop when a queue dips below threshold.
What businesses sayWhat Our
What Our
Customers Says
Reliable communication built for modern teams. From clinics to real-estate offices, businesses stay reachable without missed calls, disconnected systems, or outdated phone setups.
Contact UsEC
Dr. Elaine Carter
Director · Northside Family Clinic
“Moved our appointment reminders and after-hours line in a weekend. Patients don't hit voicemail at 5:01 PM anymore, and the whole thing stayed HIPAA-aligned.”
DH
Devon Harper
Co-founder · Telemetry SaaS
“Our support number used to show as “unknown caller” in customers’ CRMs. Not anymore. One account, one bill, one team that picks up.”
SB
Sophia Bennett
Operations · Beacon Logistics
“Porting our business numbers was smoother than expected. The onboarding team handled everything while we stayed live.”
NR
Noah Richardson
Marketing Lead · Elevate Media
“The analytics dashboard finally shows which campaigns drive actual phone calls. Our ad spend makes sense now.”
MW
Marcus Whitfield
Broker · Arbor Homes Realty
“Every listing city has its own local number now. Open-house calls actually get answered — no more screened voicemails from unknown prefixes.”
EC
Dr. Elaine Carter
Director · Northside Family Clinic
“Moved our appointment reminders and after-hours line in a weekend. Patients don't hit voicemail at 5:01 PM anymore, and the whole thing stayed HIPAA-aligned.”
DH
Devon Harper
Co-founder · Telemetry SaaS
“Our support number used to show as “unknown caller” in customers’ CRMs. Not anymore. One account, one bill, one team that picks up.”
SB
Sophia Bennett
Operations · Beacon Logistics
“Porting our business numbers was smoother than expected. The onboarding team handled everything while we stayed live.”
NR
Noah Richardson
Marketing Lead · Elevate Media
“The analytics dashboard finally shows which campaigns drive actual phone calls. Our ad spend makes sense now.”
FAQ
Call queues, answered.
Round-robin cycles calls evenly through every agent. Skills-based matches the caller's intent (language, product, tier) against weighted skill tags on each agent — so a Spanish-speaking caller asking about billing lands on a Spanish-speaking billing agent.
Callers can opt out of the queue mid-wait. They keep their place in line; when their turn comes up, Twiching dials them back automatically and connects them to the next available agent.
Yes. Each queue can spill over by wait time threshold or call count, and can target a sister queue, an external phone number, or voicemail. Configure per skill, per shift, per day-of-week.
Silent listen, whisper coaching, and call barge are included on Professional and Enterprise plans. Service-level dashboards and live SLA alarms ship on all plans.
Yes. HubSpot, Zoho, Pipedrive, and Salesforce sync two-way. Caller context lands on the agent's screen on pickup; call outcomes write back to the contact record automatically.
Start free
Try it for 14 days.
See what a real phone stack does.
Phone numbers, voice, SMS and AI on one account. No credit card required — no charges during the trial.
Compliance with applicable regulations required.