Configuring queues

Create queues to distribute inbound calls and messages.

1. On the left sidebar, select Setup > Contact center > Queues.
2. Click Create queue.
3. Enter the queue name and description on the General tab.
4. Enter the Extension for the queue agents.
5. Define the queue Priority. This setting determines how much longer requests from this queue should wait for an agent if compared to requests from other queues. The available values are from 1 to 10. The higher the priority of the queue, the lower the value must be specified in the setting. The default queue priority is 10.

Example: You have two queues: queue A (priority 3) and queue B (priority 8). The system does not distribute requests from queue B until all requests from queue A with the higher priority are distributed to agents.

1. Go to the Messaging tab.
2. In the Agent priority strategy field, configure the priority of processing an inbound conversation based on the agent's maximum waiting time or qualification level.
3. In the Request priority strategy field, configure the priority of processing an inbound conversation based on its priority level or its time in the queue.
4. In the Maximum waiting time field, define the longest time a customer waits in the queue for an available agent. When this time is over, the system adds the request to the unassigned list.
5. In the Maximum queue size field, define the maximum number of customers that can simultaneously wait in the queue. All customer requests beyond this limit are added to the unassigned list.
6. In the Maximum reaction time field, define the longest time from the moment the system assigns a conversation to an agent until an agent sends the first message to a customer. When the time is over, the request returns to the queue, and the system assigns it to another agent.
7. In the Maximum agent silence time field, specify the longest time it takes an agent to respond to the latest customer message. When this time is over, the system adds this conversation to the unassigned list.
8. In the Maximum customer silence time field, define the longest time for a customer to respond to the latest agent's message. The system closes the conversation once this time is over.
9. In the SL-period field, define the threshold time a customer waits in the queue for an available agent; this is required for the queue service level (SL) calculation. By default, the queue SL-period is 20 seconds.

10. In the Auto replies section, configure messages the system will automatically deliver to customers in the queue with the information about the status of their conversation. You can add different templates - the system chooses a random reply and sends it to a customer.

General automatic replies:

Automatic replies for agents:

Queue automatic replies:

The following variables are available for use in automatic messages:

1. Go to the Calls tab.
2. In the Agent priority strategy field, configure the priority of processing an inbound call based on the agent's maximum waiting time or qualification level.

3. In the Request priority strategy field, configure the priority of processing an inbound call based on its priority level or its time in the queue.
4. In the Maximum waiting time field, define the longest time a customer waits in the queue for an available agent. When this time elapses, the call is terminated and goes through the Fail port of the Call to queue scenario block.
5. In the Max reaction time field, define the longest time from the moment the system assigns a call from queue to an agent until the agent answers the phone. When this time is over, the agent gets Banned, and the system assigns the call to another agent. The timer only applies to queue calls that arrive at an extension number.
6. In the Maximum queue size field, define the maximum number of customers that can simultaneously wait in the queue. All customer requests beyond this limit are terminated and go through the Fail port of the Call to queue scenario block.
7. In the SL-period field, specify the threshold time customers wait in the queue for an available agent required for the queue service level calculation (SL). By default, the queue SL-period is 20 seconds.

8. Enable the Agents can decline external calls switch to allow agents to initiate the decline of external calls.
9. Enable the Agents can end external calls switch to allow agents to initiate the ending of external calls.
10. Enable the Auto-answer calls switch to allow automatic customer connection to an agent.
11. Enable the Override hold notification settings switch to set up hold notifications for the current queue. These settings take precedence over the general contact center settings. You can enable or disable notifications for the queue. Once enabled, set the threshold time when the queue agents receive a reminder that a customer is on hold. The minimum value is 1 sec., maximum - 120 sec.
12. In the After service time limit field, define the longest time agents can spend on post-call activities.

1. Go to the Agents tab.
2. Click + Assign supervisors to assign one or several supervisors to manage the queue. Note that a supervisor is not considered a queue member and does not handle conversations. Every supervisor can simultaneously manage several queues.
3. The dialog window displays the list of users with the Supervisor role.
4. Select the required user(s) and click Continue.

5. In the User permissions column, define the permissions you want to grant to each supervisor.

6. Click Assign.
7. Now click + Add agents. You can add users with any role, their functions in the queue will differ depending on the role.
8. Select the agents you want to add to the queue and click Add.

4. The agents now display as the queue members. If required, unassign agents from the queue by clicking the cross icon.
5. Click Create.

1. Click the More options icon next to the queue you need.
2. Select Edit from the drop-down list.
3. Edit the necessary settings.
4. Click Save changes.