Queue
The queue is where customer calls are received. Here, the calls will be distributed according to predefined rules (wait time, overflow time, priority group/staff).
The queue is configured under the "Channel Configuration" section.
Queue configuration
Create a queue
The user clicks the "Create Queue" button, and the setup popup will appear:
In which:
Queue name: display name of the queue.
Record call: enable/disable call recording feature.
After call work: enable/disable the feature that allows agents to have a break time between calls.
After call work time: the time between incoming calls to the agent. When the "Agent wrap-up" feature is enabled after a call, this option will appear, with the setting measured in seconds. For example, if the setting is 10 seconds, then after the agent ends a call, there must be a short break of at least 10 seconds before the system assigns the next call to the agent.
Sales follow up enable: enable/disable the feature that prioritizes call distribution to the contact's account manager. For example, if a contact is assigned an account manager, Agent A, at the time the call is routed in, and Agent A is available to take the call (online, configured as ready, and not on another call), the system will prioritize this call for Agent A.
Sales follow up enable must account manager serve: enable/disable the feature that routes calls only to the account manager. This option appears when the "Sales Follow-Up" feature is enabled. For example, if a contact is assigned an account manager, Agent A, and at the time the call is routed in, Agent A is available to take the call (online, configured as ready, and not on another call), the system will prioritize this call for Agent A. If Agent A is not available, the call will be halted and not routed to another staff member.
Display queue in Chat Widget: enable/disable the option to display queue selection for the live chat channel.
Create tickets for missed and abandoned calls: his feature creates a ticket for unsuccessful incoming calls.
Auto assign tickets of missed and abandoned calls: allows automatic assignment of missed call tickets to agents. If disabled, by default, tickets are only assigned to the group.
Auto assign abandoned call tickets for unavailable agents: assigns missed call tickets to agents who are currently unavailable (e.g., agents who are offline, or agents who are on another call, etc.).
Assign to the last agent supporting the customer: the system automatically finds the nearest agent (the agent who has interacted most recently with the customer or the agent who has made the most recent outgoing call to the customer) to route the call to.
Schedule: configure the time when calls can enter the queue.
Always active: always route calls regardless of the time.
Active in business hours: calls will only enter the queue if they fall within the predefined business hours. Outside of these hours, the call will be disconnected.
Call ring time per agent: the amount of time a call rings for an agent. For example, if set to 20 seconds, the call will ring for each agent for 20 seconds. After 20 seconds, the call will automatically be routed to another person in the queue.
Waiting music (voice): configure the greeting/hold music file for voice calls
Waiting music (video): configure the greeting/hold music file for video calls.
Maximum queue size: the maximum number of customers that can be in the queue at one time.
Maximum in-queue waiting time: the maximum amount of time a customer can wait in the queue. For example, if set to 60 seconds, the call will be routed to an agent within the queue, and if the call remains in the queue for 60 seconds, the system will disconnect it.
Allocate calls to agents got from URL: customize the list and order of agents who receive calls through an API. See the guide here.
Key press leaves callback: enter the key that customers can press to request a callback when calling in. Valid characters are any single digit from 1 to 9, or the keys *, #. If customers press an invalid key, the call will still be held in the queue.
Minimum time required to leave a callback (seconds): enter the minimum number of seconds required to request a callback (counted from the time the call enters the queue). The admin needs to inform customers about this key through the hold music file in the queue. For example, if set to 20 seconds and the maximum wait time in the queue is 60 seconds, then from the 20th second to the 60th second, if the customer presses the key, the system will record the request, play the "callback request notification" to the customer, and then disconnect the call.
Notification when leaving callback: the file that is played to the customer after they press the key to request a callback.
Route to backup groups after: time when calls are routed from the main group to the subordinate group: Refer to the "Group Configuration" section in the queue settings for details.
Optional when waiting time in queue ends: configuration options when queue wait time expires:
End call: when the maximum wait time expires, the system will terminate the call.
Transfer calls to voicemail: when the maximum wait time expires, the system will transfer the call to voicemail.
Voicemail play mode: choose the mode for playing the voicemail message informing the customer to leave a voicemail.
Talk: the system converts the text content into speech using AI. The user enters the text to be spoken in the "Voicemail Playback Content" field.
Play: the system plays a pre-uploaded audio file. The user selects the audio file in the "Voicemail Playback Content" field.
Voicemail max time(seconds): the maximum duration allowed for a customer to record their voicemail message.
Thank you message mode: the mode for playing the message that informs the customer after they have successfully left a voicemail.
Talk: the system converts the text content into speech using AI. The user enters the text to be spoken in the "Voicemail Playback Content" field.
Play: the system plays a pre-uploaded audio file. The user selects the audio file in the "Voicemail Playback Content" field.
Transfer calls to sip address: typically used for voicebots, this option routes the call to a SIP address.
From number callout to agent: choose the hotline number that will be used when an agent makes outgoing calls from their personal phone number.
Condition routing: the criteria or rules that determine when and how calls are assigned to agents. This can include factors such as agent availability, skill set, priority level, and other predefined conditions.
If Agent Online (or Offline but Have Push Device Token): Calls will be routed to an agent in the queue if the agent is online on the web or if the agent is offline on the web but logged into the mobile app with notifications enabled, and the app is allowed to run in the background on their phone or tablet.
If Agent Online (or Offline but Have Push Device Token) or Have SIP Phone Online: Calls will be routed to an agent in the queue if the agent is online on the web or if the agent is offline on the web but logged into the mobile app with notifications enabled, and the app is allowed to run in the background on their phone or tablet. Additionally, calls can also be routed to the agent if the agent's SIP Phone (IP Phone) is online.
SLA target percent: the percentage of calls that are expected to be answered within the predefined time frame.
SLA answered within: the maximum time (in seconds) within which a call should be answered by an agent to meet the SLA criteria.
Edit queue
The user selects Edit to update the queue. The settings are the same as those in the Create a queue session.
Configuring groups in the queue
To configure the group within the queue, the user clicks on the queue name to access the configuration interface.
The user searches for the name of the group to add to the queue to receive calls. The order in which calls are routed to the groups will be as follows:
Priority 1: main group, with priority. Calls will be routed to this group first.
Priority 2: main group, without priority. Calls will be routed to this group if no agents are available in the Priority 1 group.
Priority 3: subgroup, with priority. Calls will be routed to this group when the "Route to backup groups after" time is reached in the queue settings.
Priority 4: subgroup, without priority. Calls will be routed to this group after the "Route to backup groups after" time in the queue settings and if no agents are available in the Priority 3 group.
Queue list
After successfully creating a queue, the list of existing queues will be updated. This list will display the configured parameters, with details available in the Queue Configuration section.
The user can edit or delete a queue using the options available in the Actions column.
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