Only a manager can create and configure a queue
Log in as Administrator (manager) (Fig. 1)
Fig.1. Log in as Administrator
Go to the [Queue Settings] section and click [Create New Queue] to create a queue (Fig.2):
Fig.2. Creating a new queue
A form with settings for a new queue will be opened. The required fields must be filled out: [Queue Name] and [Routing Strategy] (Fig. 3).
Fig. 3. Filling out the required fields
a. The queue name must be not longer than 36 characters.
b. 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). It can be changed to one of three other options (Fig. 4):
Fig.4. Strategy options
[Ring all] - when a customer calls, the call is sent to all available agents (except agents with "Away" status and on the call at the moment).
[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.
Click [Save] to create the queue (Fig. 5).
Fig. 5. Saving a new queue