Only a manager can create and configure a queue.
Queue creating
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The queue name must be not longer than 36 characters.
The default value for the strategy is [Random] - when a customer calls, the call is transferred to a random available agent from the list of assigned agents (except agents with "Away status" and on the call at the moment).
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[Round Robin] - when a customer calls, the call is transferred to the first available agent (except agents with "Away" status and on the call at the moment), if the agent does not take the call within the agent calling period, the call is transferred to the next available agent.
[Most Idle] - when a customer calls, the call is transferred to the available agent, who’s been waiting for a call the longest.
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Edit queue
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These tooltips will appear for most settings when you hover over the (i) icon. |
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If the call waiting time exceeds the set value, the call will be escalated according to the action specified in the next setting - [Wait Time Exceeded] (Fig. 13).
Possible action options:
[Terminate the call] - when the waiting time is over, the call is rejected.
[VoiceMail] - the call is redirected to the specified voicemail box.
[Another queue] - the call is redirected to the specified queue (Fig. 14).
[Call flow] - the call is redirected to the specified call flow.
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If nothing is selected, the call will not be escalated, even if there are no available agents.
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[Away] agent status works as an online status for Call Escalation. It means that the call will be escalated only if all agents in the queue are logged out. |
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[Ring Agent's Phone for] - the time period for which the agent's phone rings when the call is sent to the agent.
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If the message duration exceeds the specified timeout, the following messages will be queued and played in sequence.
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