Edit a Queue or an Outdial Queue

To edit a queue or an outdial queue:

Procedure


Step 1

From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

Step 2

Choose Queue or Outdial Queue.

Step 3

Click the ellipsis icon to beside a queue and click Edit.

Step 4

You can edit the following fields:

Note

You cannot edit some settings. You can edit the Chat Template settings from Cisco Webex Control Hub.

Configuration for Channel Type Telephony

Setting

Description

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.

Configuration for Channel Type Chat

Setting

Description

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 channel type is: Chat

Note

For outdial queues, the only channel type supported is Telephony.

Contact Routing Settings

Queue Routing Type

The supported queue routing types are:

  • Longest Available Agent: Chats are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Chat Distribution section.

  • Skills Based: Chats are routed to agents based on skill requirements configured in the Webex Connect flow.

    When you select Skills Based as the routing type, two other options appear for you to specify how to route a chat when more than one agent with the required skill set is available:

    Longest Available Agent: The chat is routed to the agent who has been available for the longest duration.

    Best Available Agent: When you select this setting, the chat 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.

Add Group

Add a Chat Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute chats to more teams as time in queue progresses.

Advanced Settings

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.

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.

Configuration for Channel Type Email

Setting

Description

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 channel type is: Email

Note

For outdial queues, the only channel type supported is Telephony.

Contact Routing Settings

Queue Routing Type

The supported queue routing types are:

  • Longest Available Agent: Emails are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Email Distribution section.

  • Skills Based: Emails are routed to agents based on skill requirements configured in the Webex Connect flow.

    When you select Skills Based as the routing type, two other options appear for you to specify how to route an email when more than one agent with the required skill set is available:

    Longest Available Agent: The email is routed to the agent who has been available for the longest duration.

    Best Available Agent: When you select this setting, the email 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.

Add Group

Add an Email Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute emails to more teams as time in queue progresses.

Advanced Settings

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.

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.