Queues
  • 22 Jan 2024
  • 15 Minutes to read
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Queues

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Article Summary

Who should read this article: Administrators, Supervisors

Queues are the point of entry for inbound interactions. Queues hold and distribute inbound interactions to agents assigned to the queue.

Introduction

The Queues page enables you to create and maintain your Queues. Scripts and flows direct inbound interactions to queues, then queues distribute interactions to agents based on configured agent and queue parameters. Configure parameters in the Add queue page.

To display the Queues page, from the Voiso navigation bar, navigate to Inbound > Queues.

The Queues page contains a table listing all your queues. Next to the name of each queue is the number (extension), the strategy, music on hold (MOH), and the number of Skills and agents assigned to the queue. Use the Search field to find a specific queue based on its name or extension. Click the name of a queue to display the Edit queue page. Click Add queue to add a new queue to your contact center.

Inbound Queues View

Add queue

On the Queues page, click Add queue. The Add queue page enables you to specify the parameters for a new queue.

Inbound Add Queue View

The following subsections describe the contents of the Add queue page. Set up the queue parameters, then click Save.

General

The General section of the Add queue page contains the basic parameters that define how the queue handles an interaction before distributing it to a destination.

ParameterDescription
Name queueA unique name that identifies the queue in the Queues page table.
ExtensionThe three- to twenty-digit extension of the queue within your contact center. Specify the extension length on the System Settings page. Users can dial this extension using the Agent Panel for transfer, conference, or consult calls.
StrategySpecifies how interactions are distributed to agents. Refer to the Strategy subsection for more information.
MOH (Music on Hold)The media file, of type MOH, that is played to a contact while they wait to be connected to an agent.
In-Queue AnnouncementThe media file, of type Voice Message, that is played to a contact periodically, according to the value specified for In-queue announcement time, sec, while they wait in the queue.
Announce the queue positionAn automatic announcement of the position in queue. The message is updated and repeated periodically, according to the value specified for In-queue announcement time, sec.
Announce the estimated wait timeAn automatic announcement of the estimated waiting time in queue before the contact is connected to an agent, repeated periodically, according to the value specified for In-queue announcement time, sec.
In-queue announcement time, secThe number of seconds between replaying the In-queue Announcement, Announce the queue position, and Announce the estimated wait time messages.
Failover destinationSpecifies where the interaction is routed when the duration defined by the Max wait time, sec setting is reached. The following options are supported: Queue, Agent, 3rd-party number, Voicemail, or Terminate. Refer to Failover destination for more information.
Enable callbackEnable the in-queue Callback feature where a contact is given the opportunity to request a callback from the system when an agent is available rather than waiting on hold in the queue. Refer to Enable callback for more information.
Enable postcall ratingAllow contacts to evaluate the interaction by asking them to participate in a survey. Refer to Post Call Rating for more information.

Announcements

Queues support three different optional announcements (refer to the table above):

  • In-Queue Announcement
  • Announce the queue position
  • Announce the estimated wait time

If you specify a value for the In-queue announcement time, sec repeat option, the announcements you select are repeated sequentially in the above order.

Strategy

Use the Strategy menu to specify how an interaction is directed to an agent. The Ring all strategy directs the interaction to all agents, and the interaction is handled by the first agent to answer it. For the other strategies, the first available agent meeting the criteria for the strategy receives the interaction first.

The following strategy options are available:

StrategyDescription
Ring allAll available agents assigned to the queue receive the interaction, and the interaction is handled by the first agent to answer it.
CircularInteractions are distributed to a list of agents as a round-robin. The first interaction is assigned to the first available agent, the second interaction to the second available agent, and so on. Once all agents have received an interaction, the process repeats, starting with the first agent. The order of the agents is determined by the order you select when you add them to the queue.
Least recentThe interaction is routed to the agent who least recently handled an interaction.
Fewest callsThe interaction is routed to the agent who has handled the fewest interactions.
LinearFollowing the order of the agents assigned to the queue, interactions are routed to the next available agent in the list. Each time an interaction is placed in queue, it is always routed to the first available agent, following the list order.
Important
  • The Agent Answer Timeout, sec timer in the System Settings determines how long a call rings before the call is directed to the next agent for the Circular, Least recent, Fewest calls, and Linear strategies.
  • Skills take priority over the agent order for the Circular, Least recent, Fewest calls, and Linear strategies. Skills are ignored for the Ring All strategy.

Failover destination

When an interaction waits in queue longer than the duration specified by the Max wait time, sec timeout setting, the interaction is redirected to a failover destination specified by the Failover destination menu.

Inbound Queue Failover Destination Specification

Important

The Max wait time, sec timeout setting is displayed after you select a failover destination. It specifies the number of seconds that an interaction waits in queue before being redirected to the specified failover destination.

The following failover options are supported:

DestinationDescription
NoneThe feature is disabled. The interaction is Terminated when the Inqueue timeout duration is reached.
QueueChoose a different interaction queue from the menu that is displayed when this option is selected.
AgentChoose a specific agent from the menu that is displayed when this option is selected.
3rd-party numberSpecify an external phone number in the Transfer number field that is displayed when this option is selected.
VoicemailSpecify a media file, of type Voice Message, in the Voicemail message field that is displayed when this option is selected. You can choose also to have the Voicemail message sent to an email recipient by selecting the Send VM via email option. In the Recipients field, specify the email addresses to which the voicemail is directed.
TerminateEnd the interaction (hang up).

Enable callback

Select this option to enable the in-queue Callback feature where a contact is given the opportunity to request a callback from the system when an agent is available rather than waiting on hold in the queue. The use of this feature improves the Call Abandonment Ratio and reduces your cost by limiting the amount of time a contact remains connected to your contact center. The callback occurs only on the number from which the contact called (ANI).

When you select the Enable callback option, the following additional parameters are displayed:

Inbound Queues Enable Callback Options

ParameterDescription
Callback announcement, secSpecify the duration between announcements prompting the contact to press 2 to receive a callback.
CID on CallbacksSpecify a caller ID group for an outgoing callback to the contact.
Callback promptSpecify the media file, of type Voice Message, that is played to a contact to offer a callback option.
Callback confirmation promptSpecify the media file, of type Voice Message, that is played to a contact confirming that they will receive a callback. After the message plays, the call is Terminated.
Tip

When a callback is routed to an agent, the Agent Panel displays information specifying that the call is a callback.

Information

If the contact does not answer the callback call, Voiso redials every 300 seconds for up to 48 hours (Time To Live) until the disposition becomes either Answered or No answer.

Agents

Users with the Agent role are the routing object for inbound interactions. The queue routes interactions to agents based on their availability. The queue only routes interactions to agents who are associated with the queue. To add agents to a queue, click Edit in the Agents section of the Add queue page. Select agents from the Edit agents in queue panel, then click Save.

Tip

Users with the Supervisor and Admin roles may also be assigned as agents on the queue; however, that means that interactions are routed to them when their status is Available.

Supervisors of queue

Users with the Supervisor or Admin role may be assigned as a supervisor for a queue. When a user is assigned as a supervisor for the queue they may access interactions to that queue in the CDR page.

To add supervisors to a queue, click Edit in the Supervisors of queue section of the Add queue page. Select users from the Edit supervisors of queue panel, then click Save.

Connected channels

In Omnichannel environments, you can include text-based Channels on the queue for routing. To add message channels to a queue, click Edit in the Connected channels section of the Add queue page. Select one or more channels from the Edit connected channels panel, then click Save.

Assign priority to each channel where 1 is the lowest weighting. Interations arriving from channels with a higher priority value are given precedence over those with lower priority values. Channels with the same priority value are handled as first-in, first-out.

Omnichannel Add Queue Connected Channels Settings

Skills

Skill-based interaction routing helps to ensure that interactions are routed to the most qualified person based on their skills and experience. Skill-based routing works by directing interactions to the available agent with the highest skill level. It enhances agent productivity by minimizing the time agents spend handling inquiries outside of their skillset.

Important

To use skill-based routing, agents assigned to the queue should have all of the skills associated with the queue. Interactions with an associated skill requirement are not routed to agents who do not have the skill assigned.

To use skill-based routing, follow these steps:

  1. Create skills relevant to your organization in the Users > Skills page. Assign the relevant skills and skill value (weight) to each user with the Agent role.
    Inbound Queues Users Skills Add Skill
  2. Add or edit a queue from the Inbound > Queues page:
    1. On the Add queue or Edit queue page, scroll to the Skills section and click Edit.
    2. In the Edit skills in queue panel, select the relevant skills.
      Inbound Queues Add Skills In Queue
    3. Click Save.
    4. On the Add queue or Edit queue page, click Save.
Important

Skill-based routing is ignored if the Ring all strategy is used. Skill proficiency is prioritized for the other routing strategies.

Edit queue

You can make changes to queue parameters at any time, including adding and removing agents, modifying the strategy, changing announcement audio files, and enabling or disabling Callback.

To modify queue parameters, click the name of the queue in the Queues page. Refer to the Add queue section for information about queue parameters.

Inbound Edit Queue Page

Deleting a queue

You can delete a queue from two different places. From the Queues page, hover your mouse pointer over a queue row, then click Delete (the trash can icon) on the right side. From the Edit queue page, click Delete queue on the bottom left side.

Inbound Queues Delete Queue


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