Queue

Queue

Overview

Creating and modifying a queue

Create/Modify Queues

  • To create a new Queue click the ‘+’ sign to the right of the Search field and the system will present an empty template to fill in.
  • To modify an existing Queue, search for the specific Queue by entering the information in the top search window and click Search.

Name Enter the name of the Queue.

Description Enter the description of the Queue.

Voice SLA Threshold Enter the value of the Service Level Agreement you wish to set for phone calls on this Queue. Value is in seconds.

Chat SLA Threshold Enter the value of the Service Level Agreement you wish to set for Chat on this Queue. Value is in seconds.

Email SLA Threshold Enter the value of the Service Level Agreement you wish to set for Email on this Queue. Value is in seconds.

Social SLA Threshold Enter the value of the Service Level Agreement you wish to set for Social on this Queue. Value is in seconds.

SLA Calculation Select one of the 3 calculations of Service Level Agreements you would like the system to use when calculating the SLA

  • (Answered Within Threshold + Dropped Within Threshold) / All This calculation will add all workitems that were answered as well as dropped within the amount of time specified in the appropriate media SLA Threshold and then divided by all workitems that entered this Queue.
  • (Answered Within Threshold + Dropped Within Threshold) / Answered + Dropped After Threshold This calculation will add all workitems that were answered as well as dropped within the amount of time specified in the appropriate media SLA Threshold and then divided by all workitems that were answered by this Queue + all workitems that were in the Queue longer than the specified media Threshold and dropped .
  • Answered Within Threshold / All This calculation will add all workitems that were answered within the amount of time specified in the appropriate media SLA Threshold and the divided by all workitems that entered this Queue.

Enable Realtime Change

  • Enabled If you add or remove users from the queue, the users will see the changes take affect immediately.
  • Disabled If you add or remove users from the queue, the users will only see the changes the next time they login.

Enable Realtime Data

  • Enabled Must be enabled when using the Queue Data Component(insert link)in the workflow.
  • Returns variables that tell if there are any agents logged in, available and/or the amount of time the caller or other workitems might be waiting prior to being routed to an agent.

Enable No Answer as Available

  • Enabled An agent's status will never be set to No Answer, the Agent will just be available.
  • Disabled An agent's status can be set to No Answer.


Agent Assignment

First In First Out Across All Queues (waiting the longest)

  • The system will route the workitems to the agent who’s status has been on ‘Available’ the longest amount of time regardless of the queue or how many queues agents are in.

First in First out Per Queue

  • The system will route the workitems to the agent who’s status has been on ‘Available’ the longest amount of time in a specific queue.

Last in First Out Across All Queues waiting the shortest amount of time. when on a dialer campaign and receiving inbound calls from the queue

  • The system will route the workitems to the agent who’s status has been on ‘Available’ the shortest amount of time regardless of the queue or how many queues agents are in.
  • This option is recommended to be enabled on queues that are servicing agents that log in to a Predictive/QB campaign and receive inbound calls from this queue at the same time.
  • The Predictive/QB will always pass a call to an agent who’s status has been ‘Available’ the longest.

Last In First Out Per Queue

  • The system will route the workitems to the agent who’s status has been on ‘Available’ the shortest amount of time for a specific queue.
  • This option is recommended to be enabled on queues that are servicing agents that log in to a Predictive/QB campaign and receive inbound calls from this queue at the same time.
  • The Predictive/QB will always pass a call to an agent who’s status has been ‘Available’ the longest.

When creating a new Queues, you will need to click the Save icon on the top right hand side of the screen, you will then have the ability to add Users to the Queue.

If modifying an existing Queue, the system saves automatically.

Adding/Removing Users to the Queue

Click on the ‘+’ sign next to Users and select the users you would like to add to this queue from the pop-up.

To remove users, click on the garbage can icon on the bottom right of the Users box.

Adding/Removing Supervisors

Click on the ‘+’ sign next to Supervisors and select the supervisors you would like to monitor this queue from the pop-up.

To remove Supervisors, click on the garbage can icon on the bottom right of the Supervisors box.

SLA

This is where you can set the thresholds for the SLA calculations for Voice, Chat, Email, Social and Wallboard.

The Wallboard has the following possible calculations:

  • SLA 1 ((Ans in Threshold + Drop in Threshold) / All)
  • SLA 2 (Ans in Threshold / All)
  • SLA 3 (Ans in Threshold / Ans + Drop After Threshold)

OAuth

External Identifier - The field name to identify the user profile in an external system.

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What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.