Workflow Action: Enter Queue Component

Workflow Action: Enter Queue Component

Overview

The Enter Queue component is used to have a workitem enter the specified queue to be handled by the next available agent.

Note: The Enter Queue component is usually followed by either a Play Prompt or a Play Music component for the caller to listen to while waiting for the next available agent.

Configuration Options

Name The name assigned to this component
Description Enter a description for the component
Priority Select the priority for this workitem from the dropdown list.

  • As an example, if set to Highest the workitem will enter the queue and route to agents ahead of other workitems which are set at a lower Priority setting.


Queues Select the queue(s) this workitem can be handled by from the dropdown list

Enable Sticky Agent
- If this option is disabled, the workitem will follow the normal rules of the queue
- If this option is enabled, the workitem will wait for the agent that is specified before trying to go to the next available agent.
How long to wait for agent (sec) Duration in seconds to wait for the agent to be available before being routed to another agent.

  • The workitem can be routed to the agent by one of the following:
  • Dedicated phone number associated to the agent.
  • Extension of the agent.
  • By selecting the agent from the dropdown list.

Condition Type If the condition returns true, then the Action will be performed. If condition returns false, then the Action will not be performed. If there is no condition specified, the Action will always be performed.

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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.