Queue
The main queue is a common point to transfer all customer calls and chats to the system, then they will be brought to groups and distributed to Agents according to pre-installed rules.
Queue configuration
To configure the user queue, click on the green queue creation box on the system interface.
After that, the queue configuration window appears so that users can install as desired so that it is reasonable for the business of individuals and businesses.
(1) Queue name: the display name of the queue after it is created.
(2) Record Call: enable/disable to save the call recording file.
(3) After call work: turn on/off the resting time for the agent after the call to the system.
(4) After call work time: if feature (3) is enabled, the user can set a break time after incoming calls for the Agent.
For example: Wrap-up time = 15s, then after finishing an incoming call from the Customer, 15 seconds later, there will be no calls to the Agent. This 15-second period is for the Agent to rest or take note of the call information that has just been completed.
(5) Sales follow up enable: enable/disable the account search feature on the system under the customer management. When this feature is enabled, calls/chats will be prioritized to the management account (Agent) of the customer who is contacting the contact center.
If feature (5) is enabled, the user will have an additional option:
(5.1) Sales follow up enable must account manager serve: Customer's calls/chats only go to the management Agent account and do not go to other Agent accounts until the queue timeout expires (item ( 14) below).
(6) Display queue in chat widget: enable/disable queue selection feature for live-chat channel. When the customer chats from the business website, the customer selects the appropriate queue to chat, the conversation is distributed to the agent in the selected Customer queue (See live-chat settings).
(7) Create tickets for missed and abandoned calls: enable/disable the feature of creating a ticket for missed calls.
If feature (7) is enabled, users will have more options:
(7.1) Auto assign tickets of missed and abandoned calls: missed call records will be randomly distributed (assigned to/assigned) to agents who are available on the system.
If feature (7.1) is enabled, users will have additional options:
(7.2) Auto assign abandoned call tickets for unavailable agents: the missed call records will be randomly distributed (assigned to/assigned) to agents who are both available and unavailable on the system.
(8) Assign to the last agent supporting the customer: turn on/off the feature of searching for the nearest Agent who has received the call/chat of the Customer who contacted the system before.
(9) Schedule: enable/disable call dump according to time during/out of business hours. There are 2 options in this section:
Always active: calls will queue continuously without any time rules.
Active in business hours: calls/chats are only queued when the pre-set working hours conditions are met. Out of business hours calls/chats will not be queued.
(10) Call ring time per agent: the time (in seconds) of one call/chat to the Agent in the queue receiving the call.
Example: User sets Wait Agent answer time-out = 15s.
The call/chat goes to Agent A. If after 15s A does not answer the call, the call/chat will be transferred to Agent B. If B does not pick up the phone after 15s, the call/chat will be distributed to the next Agent. In case the call/chat has been distributed to the Agents who are idle in the queue but no one accepts the call/chat, the call/chat will continue to be returned to Agent A if there is still the maximum waiting time of the queue (section (14)).
(11) Waiting music (voice): select the greeting file previously uploaded to the system for customers to listen to when calling voice into the switchboard.
(12) Waiting music (video): select the waiting music file for customers to listen to for video calls to the switchboard (See how to upload the greeting file to the system at: ...).
(13) Maximum queue size: the maximum number of calls/chats a Customer can wait when all agents of the queue are busy/unavailable to receive calls.
For example, the user sets Maximum queue size = 5.
At the time when all agents of the queue are busy/unavailable to receive calls with 5 customers contacting the contact center, the 6th customer when contacting the contact center will not be placed in the queue.
(14) Maximum in-queue waiting time: the maximum time (in seconds) of Customer calls/chats that remain on the queue and are dumped to the Agent.
For example, user set Max Timeout = 60s.
After 60 seconds from when the call/chat is in the queue, the system will disconnect that call/chat.
(15) Allocate calls to agents got from URL: Customize Agent set to receive calls from different clients (optional).
By default, a customer call when entering a Queue will be distributed by the PCC API to the Agents in the Groups that have been assigned to that Queue. However, users can customize the Agent set to receive calls for each call (each customer) differently.
Example:
Customer A left a phone number on your website, the CRM system has assigned this customer to Salesman 1 for support. Then Customer A calls the contact center, you want to prioritize the calls to Salesman 1 first. If Sales 1 doesn't answer the phone or is busy, then they will go to Salesman 2, 3,...
=> To do this you need to set the "get_list_agents_url" parameter of that Queue.
When there is a call to the Queue, Stringee sends an HTTP POST to get_list_agents_url to get the list of Agents for the calls in the Queue.
Method: POST
Body:
in which:
Field | Type | Require | Description |
queueId | String | Yes | Queue ID |
projectId | Int | Yes | Your project ID |
calls | Array | Yes | List of calls in Queue at that time |
The data you need to return is as follows:
in which:
Field | Type | Require | Description |
version | Int | Yes | Requirement is 2 |
calls | Array | Yes | List of calls in the Queue at that time, corresponding to the request that Stringee sent |
the parameters of each "call" are as follows:
Field | Type | Require | Description |
callId | String | Yes | Call ID |
agents | Array | Yes | The agent list that can receive calls, ordered by priority: The previous agent has higher priority than the later agent. If the previous agent is free, he/she will receive the call. If the previous agent is busy, the system will check the agents in turn. |
the parameters of each "agent" are as follows:
Field | Type | Require | Description |
stringee_user_id | String | Yes | User Agent ID for authentication to Stringee |
phone_number | String | No | Agent's phone number, starting with country code |
routing_type | Int | Yes | 1: distribute calls to App/SIP Phone, 2: distribute calls to Agent's Phone Number |
answer_timeout | Int | Yes | If the Agent is free, the call will be distributed into the Agent and the maximum time for the Agent to answer the phone is this parameter in seconds. After this time, if the Agent does not answer the phone, the call will go to the next Agent in the list of Agents returned by YourServer. |
(16) Escalate to Supervisor if an agent does not answer a call in (second): The system will send an alert notification to the Admin/supervisor (of the group) after a set period of time if the user does not answer the call.
(17) Escalate to Supervisor if a call is not served in (second): The system will send an alert notification to the Admin/supervisor (of the group) after a set period of time if the call is not answered.
(18) Notify Supervisor if talk time of a call exceeds (second): The system will send an alert notification to the Admin/supervisor (of the group) if the call duration exceeds the set time.
(19) Route to backup groups after: the time (in seconds) of a call/chat to be distributed to a subgroup in the queue. The default time of this item is 0s, which means that calls/chats only go to the main group and will not go to the subgroup of the queue.
Example:
Route to backup groups after = 30s and Maximum queue size = 60s we have:
- 30s calls/chats will go to the main group of the queue first.
- 30s next call/chat will go to the subgroup of the queue.
(20) Enable voicemail: enable/disable the mode of leaving voice messages for Customer's inbound calls when the maximum waiting time expires (item 14) have not been received. Voice messages will be created a separate ticket on the system.
If feature is enabled (17) users will have the following options:
(20.1) Play voicemail mode - Talk: the user will enter the content in the dialog box below. Then the system will automatically convert "text to speech" and play along to the customer according to the system's voice.
(20.2) Play voicemail mode - Play: the user will select the uploaded file to the system before.
(20.3) Maximum voicemail time: the maximum time (in seconds) of the message that the customer can leave to the contact center.
(20.4) Thank you broadcast mode: After the maximum voicemail duration (item 17.3) expires, the system will play the file for the customer to hear the thank you greeting in 3 modes:
Thank you broadcast mode - Talk: the user will enter the content in the dialog box below. Then the system will automatically convert "text to speech" and play along to the customer according to the system's voice.
Thank you broadcast mode - Play: the user will select the uploaded file to the system before.
No thank you broadcast.
(21) From number callout to Agent: select the hotline number of the contact center to call out the agent's phone number in case the setting calls to the agent's phone number. When the call comes to the Agent, the selected hotline number will be displayed instead of the Customer's phone number.
(22) Condition routing: condition to distribute the calls to Agent in the queue.
If Agent online (or offline but have push device token): Calls will go to the Agent in the queue when the Agent is online/offline on the web but log in on the mobile app and turn on notifications, allowing the app to run in the background on phones and tablets.
If Agent online (or offline but have push device token) or have SIP Phone online: Calls will go to the Agent in the queue when the Agent is online/offline on the web but log in on the mobile app and turn on notifications, allowing the app to run in the background on phones and tablets. In addition, there will be more cases when the call can go to the Agent when the online account on the SIP Phone (IP Phone, 3rd party applications such as Zoiper, ...) is configured according to the Agent's SIP account on the system.
(23) SLA target percent: percentage of calls/chats received in less than the number of seconds set in item (21). This ratio will determine the level of the SLA.
(24) SLA answer within: The amount of time the agent needs to take over to accomplish the SLA goal mentioned above.
About item (23) and (24):
The system default is set to SLA target percent = 80% and SLA answer within = 20s. Thus, if the rate of receiving calls/chats <= 20s is 80%, it is considered to have completed the proposed SLA.
Configuring groups in queues
When the user opens the queue details, it is necessary to install groups (in the group containing the agents according to the business) to complete the queue configuration. To open the queue details, the user clicks directly on the queue name.
To add and configure the priority order of groups to the queue, users need to operate in the following 3 items:
(1) Group: this is the item for the user to select the group he wants to put in the queue.
(2) Priority: enable/disable group priority (example below).
(3) Main group/Subgroup: turn on/off the role of the group in the queue, the call will prioritize the 4 types of groups below.
Main Group – Priority
Main group – No priority
Sub-Group - Priority
Sub-group - No priority
Example: Calls/chats are queued with a 90s wait time and a 60s route to backup group. Considering the case of a queue with 4 groups as shown in Image 12, the flow will flow as follows:
Flow: Demo group 1 => Demo group 2 => after 60 seconds from the time the call/chat is in the queue => Demo group 3 => Demo group 4
Explanation:
- Since Demo group 1 is the priority main group, the call/chat is distributed first.
- Demo group 2 is the main group but not a priority, so calls/chats go to this group.
=> The time of calls/chats distributed to each Demo 1 and Demo 2 group will depend on the number of agents that meet the call receiving conditions in each group so that the total time of calls/chats distributed to the main group is 60s. .
=> According to our configuration, we have a Route backup group of 60 seconds. So after distributing the first 60 seconds into the main group, the last 30 seconds of the call will go to two subgroups, Demo 3 and Demo 4.
- Demo group 3 is the priority subgroup so calls/chats go to this group.
- Demo group 4 is a subgroup but not a priority, so calls/chats go last.
=> The time of calls/chats distributed to each Demo 3 and Demo 4 group will depend on the number of Agents satisfying the call meeting conditions in each group. So that the total time of calls/chats distributed to the subgroup is up to 30s. .
Statistical table of queue fields
After a queue is created successfully, there will be fields in the statistics table as shown in Image 13. Here users can quickly track the important items configured on the queue. For items (3), (4), (5), (6), (7) there will be 2 status of no or yes with their meanings are explained in detail in the Queue configuration section.
(1) Queue: is the name given when creating a queue.
(2) Queue ID: each queue will have a symbol or call out its own code for easy management.
(3) Call recording: yes/no.
(4) After call work: yes/no.
(5) Prioritize account manager: yes/no.
(6) Create tickets for missed calls: yes/no.
(7) Assign to the most recent agent: yes/no.
(8) Action: user has 2 options which are edit queue configuration or delete queue.
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