Queue Management

overview queue management is a core feature that allows administrators and supervisors to create, configure, and oversee groups of agents called queues within a campaign the primary purpose of a queue is to serve as a staging and routing mechanism , ensuring incoming communications (calls, chats, or tickets) are distributed efficiently to the most appropriate and available agents key benefits targeted routing ensures customer interactions are directed to the correct group of agents based on purpose (e g , sales vs support) and agent capabilities (skills) customizable distribution logic allows defining how agents within the queue receive work, using algorithms like lru or priority based methods to optimize agent utilization priority enforcement enables setting both queue level and customer level priorities, ensuring high value interactions are addressed first transfer control permits or restricts the transfer of communications to and from the queue functionality queue functionality is defined by several core parameters that control how work enters, is prioritized, and is assigned within the queue core queue details queue name a unique name must be provided during creation to identify the queue within the campaign queue priority a numerical value must be selected for the queue this value is used for priority type queues , where calls in a queue with higher priority are connected first, even if the customer arrived later than a customer in a lower priority queue transferable this boolean setting controls whether communication (call or chat) can be transferred from this queue to another queue if enabled, the queue name will appear in the transfer dropdown menu for agents resource scheduler type (agent selection logic) this licensable feature dictates which specific agent within the queue receives the communication when multiple agents are available lru (least recently used) as per this algorithm, the communication (chat or call) is routed to the agent who was used very least recently , maximizing fairness in distribution skill based this option connects the communication (chat or call) to the agent who has a higher skill level than others, ensuring expertise is prioritized multiple extension (licensable) selecting this allows agents assigned to the queue to attend multiple communications (chat or call) simultaneously, up to the defined limits request queue type (customer selection logic) this defines which waiting customer is served first when more than one interaction is queued up queue fifo (first in first out) the customer who was first to reach in the queue would be connected first to the available agent queue priority the nodeflow can be used to decide the priority of the customer queues are selected sequentially based on the nodeflow defined priority (e g , priority "1" selected before priority "2") auto assignment of interactions (for ic media tickets) auto assignment to users this is an explicit toggle switch used to assign ic media tickets (interaction campaign tickets) to agents automatically as they become available the supervisor can toggle the switch to enable this feature for the queue toggling it off disables the feature, requiring agents to manually pick tickets prerequisites an active campaign (chat, interaction, or voice) must exist to create a queue within it users must be created and assigned to the campaign before they can be staffed to the queue appropriate licenses must be procured for using features like lru , multiple extension , or skill based resource scheduler types usage instructions add queue (create) navigate to the manage tab and select the desired campaign (e g , voice campaign or chat campaign) click the queues tab, then click the "add queue" button provide the queue name and select the desired queue priority value select the request queue type (e g , queue fifo or queue priority ) select the resource scheduler type (e g , lru , skill based ) check the transferable checkbox if you want to allow calls/chats to be transferred to or from this queue if applicable (for interaction campaign tickets), toggle the auto assignment to users switch to enable automatic ticket distribution in the "assign users in queue" section, move the desired agents from the "available users" section to the "assigned users" section click "apply" or "save" to create the queue edit queue (modify) in the queues list, click the edit icon adjacent to the queue name the original creation page will open, allowing modification of the queue name , priority , resource scheduler type , request queue type , and transferable status modify the user assignments and click "apply" to save the changes