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.

Last In First Out

  • Disabled The system will route the workitems to the agent who’s status has been on ‘Available’ the longest amount of time.
  • Enabled The system will route the workitems to the agent who’s status has been on ‘Available’ the shortest amount of time.
  • 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 button on the bottom 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.

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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.