A Queue is a place where conversations are offered to Users according to your preferences. By choosing Queues in the Management module, you enter the “Queue Management” overview where you can search for existing Queues or create a new Queue.

Creating A New Queue

To create a new Queue, click the + Add button. You will see the “Create Queue” window where you can configure the new Queue. The configuration is made up of the following components:

Routepoint Tab

• Queue Name: This information determines the visible display in the results charts, reports and dashboard of the Instance Agent Desktop. This allows an Agent insight into the origin of the call
• Tenant: Choose the appropriate customer
• Campaign: Choose the appropriate Campaign for this Queue to be assigned to
• Active
• Type: Define the type of queue based on pre-defined selections
• External Name: This is optional and allows you to use a different name to give to the queue for your own documentation
• Label: This is optional

Reporting Tab

• Report Campaign: Choose appropriate Campaign for Reporting 
• Service Level Percentage: Enter the percentage of calls required to build the service level
• Service Level Seconds: Enter the set time (in seconds) for above percentage of calls to be treated
• Only Answered in SL: Checkbox for only including answered calls for the calculation of your service level
• Keep Voicelogs: Select appropriate setting
• Recording mode: Select “Agent and Customer” to record two-way communication or “Agent-Only” for one-way communication
• Include consults: Checkbox if desire consultations with other Users to be recorded
• Wrap-up warning minutes: Enter time to alert Agent
• Desktop Wrap-up: Select appropriate setting

Call Routing Tab

• Timetable: This is optional and hwere you can choose a defined Timetable that specifies the opening times of this Queue for two specific Queue types:
  • When this Queue is an Email or GWI, the opening times are taken into account when calculating service levels (e.g. when a message comes in 15 mins before closing, it could be handled the next day; the time between opening and closing will not be taken into account when calculating the waiting time)
• Routing Strategy: This determines the distribution of conversations over the available Agents. Set to queues_mc_inbound_liar for inbound campaign
• Skill: Choose appropriate Skill
• Minimum skill level: Option to setup a level to determine which Agent based on skill level can take action on this Queue. Range 1 to 99. Default at zero
• Priority: Option to determine the priority of this queue versus other active queues. The priority value is used as a calculation value to determine which call (typically the longest waiting) is next in line to be routed to an Agent. It is a calculation of waiting time of a call multiplied by the priority of the Queue
• Overflow: By check marking this box, you get access to the Overflow (seconds) field where you can enter the maximum waiting time for calls. Calls that reach the maximum wait in a queue can be forwarded to another phone number that you can enter in the input field Overflow Phone Number. If you have not entered a phone number, the call is disconnected when the maximum waiting time has been reached in the Queue

Dial Out Tab

• Outgoing CallerID: Select the phone number
• Dial timeout Outbound (seconds): Enter set time for Agent
• Dial timeout Warm transfer (seconds): Enter set time for Agent
• Dial timeout Blind transfer (seconds): Enter set time for Agent
  

Queue Exits Tab

This Tab enables you to assign different Queues as an option to exit from this specific Queue.

Quality Monitoring Tab

• Form: Enables you to select a Form created within QA Forms of Quality
• Minimum calls to monitor: Set the minimum number of calls for Quality Monitoring
• Maximum calls to monitor: Set the maximum number of calls for Quality Monitoring

Announcements Tab

• Music on Hold: Select the file for use during Hold state
• Music on hold Consulting: Select the file for use during Hold In Consultation state
• Periodic Announcement: Select the file that has pre-set announcement to play during Hold state
• Announcement Frequency (seconds): Set time for frequency of Periodic Announcement
• Calamity Announcement: Select the file that will play when the Calamity function is activated in Campaign Settings
• Agent Announcement: Select the file if you have a set Agent introduction that should be used for this Queue

Scripting Tab

• Callinglist: For Dial Out Campaigns, select the created Script for this Queue

Email Tab

This Tab is where you will enter the outbound email account details (i.e. replying to emails).

• User name: Enter the username to use when access the e-mail account
• Password: Enter the password for the e-mail account
• From address: The outbound e-mail address shown when sending e-emails via this account
• From name: The outbound name given in the From part of the e-email via this account
• Host address: The host address for accessing this e-mail account
• Port: The port number on which to connect to the Host
• Secure: Select a security protocol
• Forward type: Specify which address needs to be sender – Normal, Normal with sender in reply to, or Keep original sender
• Template Group: Select if you have a group created
• Default Font: Optional if specified
• On hold delay times (hours): Optional

CSAT Tab

• Customer Satisfaction Surveys: Option to add a Customer Satisfaction Survey at the end of a caller’s call. There are pre-set options. However, CSAT Forms might be required to be setup prior within Quality module