|
General Settings
|
|
|
Name
|
Enter a name for the queue.
|
|
Description
|
(Optional) Enter a short description for the queue.
|
|
Type
|
(Read-only) This read-only field
displays whether the settings are for an entry point, a
queue, an outdial entry point, or an outdial queue.
|
|
Channel Type
|
The available channel types are:
- Telephony
- The default channel type.
- Email
- Email channel.
- Chat
- Chat channel.
Note |
For outdial queues, the only channel type that is supported is Telephony.
|
|
|
Contact Routing Settings
|
If Campaign Management is enabled in the System Profile (see Provisioning), then the Contact Routing Settings section is displayed for the Outdial queues.
|
|
Queue Routing Type
|
The supported queue routing types are:
-
Longest Available Agent: Calls are routed to the agent who has been available for the longest time in all teams assigned to the queue in the Call Distribution section.
-
Skills Based: Calls are routed to agents
based on skill requirements configured in the Flow
that is associated with the entry point.
The Skills Based routing type is available only
if your queue is provisioned with Channel
Type as Telephony.
When you select Skills Based as the routing type,
two other options appear for you to specify how to
route a call when more than one agent with the
required skill set is available:
Longest Available Agent: The call is routed to the agent who has been available for the longest duration.
Best Available Agent: The call is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.
You cannot edit the Queue Routing Type after the queue is saved.
|
|
Outbound Campaign Enabled
|
This toggle button is displayed for outdial queues.
If the toggle button is enabled, then the Call Distribution and Queue Routing Type fields are displayed. This field cannot be edited later. The Longest Available Agent is the only supported queue routing type for outdial queues.
|
|
Call Distribution
|
|
|
Add Group
|
Add a Call Distribution Group to associate one or more
teams with this queue. Add multiple groups to distribute
calls to more teams as time in queue progresses.
|
|
Advanced Settings
|
|
|
Permit Monitoring
|
Click Yes or No to specify whether users can monitor the calls.
This setting is available for the Telephony channel type.
|
|
Permit Recording
|
Click Yes or No to specify whether the system can record the calls.
If you enable Record All Calls in the Tenant settings, you cannot disable Permit Recording from the queue. For more information, see Other Permissions.
This setting is available for the Telephony channel type.
|
|
Record All Calls
|
This setting is available if you enable Permit Recording.
Click Yes or No to indicate whether the system can record all the calls for this queue.
If you enable Record All Calls in the Tenant settings, you cannot disable Permit Recording from the queue. For more information, see Other Permissions.
This setting is available for the Telephony channel type.
|
|
Pause/Resume Enabled
|
Click Yes or No to specify whether the agents can pause and resume a call recording. For example, the agent can pause call recording while discussing sensitive information from the customer, such as credit card details.
If you enable the Pause/Resume Enabled
feature in the Tenant settings, the system overrides a
No setting here. For more information, see Tenant Settings.
Note |
Agents can use this feature if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.
|
|
|
Recording Pause Duration
|
This setting is available if you set Pause/Resume Enabled to Yes.
This setting specifies the time in seconds, after which
the recording resumes automatically.
This setting is available for the Telephony channel type.
|
|
Service Level Threshold
|
Enter the time that a customer request
can be in a queue before the system flags it as outside
the service level. If you complete a customer service
request within this time interval, the system considers
it within the service level.
|
|
Maximum Time in Queue
|
Enter the time after which the contact (all media types) is terminated.
|
|
Default Music in Queue
|
Select the name of the audio (.wav) file to play for calls when the calls arrive or wait in the queue. This is the default audio file.
Note |
If Play Music is not configured in the Queue Contact activity, then the default music file is played.
|
|
|
Time Zone (Routing Strategies Only)
|
(Optional) If your organization
administrator enables Multiple Time
Zone for your enterprise, you can select
the time zone of the entry point.
|