Overview

The Queues module allows you to:

  • associate agents with queues.

  • prioritise which agents receive incoming calls first.

  • prioritise which inbound voice campaigns are answered first.

Incoming calls, emails, and chat requests associated with a particular campaign are placed in a queue until an agent is available.

Where to find the Queues module

  1. Open the Workspace.

  2. Select Queues from the Campaigns menu

1. Display Queues and Agents

The display shows a list of Queues (Campaigns) on the left of the display and a list of Agents on the right of the display. Inbound voice campaigns display the priority of the Campaign Queue in square brackets immediately following the Campaign Queue name. 

 The lists displayed here can be filtered alphabetically:

Filter Agents

  1. Click on the alphabetic display to select the start letter for a subset of agents, e.g. click on the letter 'C' above the Agent Lists to display only agent names beginning with 'C'.

  2. Select Show All from the drop-down list to cancel the alphabetic filter.

Filter Campaigns

  1. Click on the alphabetic display to select the start letter for a subset of campaigns, e.g. click on the letter 'E' above the Queue Lists to display only campaign queues beginning with 'E'.
    Select Show All from the drop-down list to cancel the alphabetic filter.

  2. Select from the drop-down list to:

    • Show all campaigns

    • Show only inbound campaigns

    • Show only outbound campaigns

    • Show only email campaigns

    • Show only chat campaigns.

2. Assign Agents

This feature allows you to choose a Campaign and associate Agents with it then give those Agents a priority. The Assign Agents dialog presents a list of available agents to the left and three priority lists to the right. In addition, for Inbound Voice campaigns only, there is a Campaign Priority setting at the top of the display.

  1. Click Edit button next to the campaign's name to open the Assign Agents dialog.

  2. Highlight a name in the Agent Pool

  3. Move the Agent to either Priority One, Two, or Three by clicking the arrow under the Priority name

  4. Press save

A priority of 1 is high

3. Assign Campaigns

This feature allows you to select an Agent and associate them with a list of Campaigns. The Assign Campaigns dialog presents a list of available campaigns to the left of the display and three priority lists to the right.

  1. Select a name from the Agent List and click the Edit button next to it

  2. Move Campaigns to either priority 1, 2, or 3 using the applicable transfer arrow. This setting determines who will be assigned calls, emails, or chat requests.

  3. Click Save to save your changes and close the dialog. 

4. Understanding Queue Priorities

Priority can be set at the Campaign and/or Agent level as shown in the previous sections.

The Agent level Priorities take effect when you have a queue of agents on a Campaign waiting for calls. If a call arrives and there are priority one agents available it will be given to the agent who has been waiting for the longest, if there are no priority one agents then it will go to the priority 2 agent who has been waiting for the longest and so on for the third priority.

The Campaign level Priorities take effect when you have agents on more than one Campaign with customers waiting on those campaigns. For example, you have an agent assigned to 2 campaigns: one with a priority of 1 (the highest) and the other with a priority of 2. In this case, if there are calls waiting on the priority 2 Campaign and a call comes through to the priority 1 Campaign then the priority 1 Campaign call will always be answered before the priority 2 campaign regardless of how long the people on the priority 2 Campaign have been waiting.