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Define Email Queue Properties

To define an email queue, you need to specify the primary properties, such as queue name, default priority, email processing timeout, and more. The Properties tab under Queues/Skills > Email allows you to define these properties.

To define email queue properties:

  1. From the Configuration Menu, open Queues/Skills.
  2. Click or Email.
  3. Enter the desired properties in the Properties tab.
    The following table summarizes the options under Queues/Skills > Email > Properties:
    Properties Tab OptionDescription
    Queue TypeRead-only reminder of the type of queue.
    Queue NameEnter a name for the queue.
    Default PriorityChoose the priority for this queue, where 1 specifies the lowest priority and 10 specifies the highest priority. This defines the priority for interactions of all media.
    By default, Virtual Contact Center prioritizes the queues as follows:
    • Phone queue = 8 (highest default priority)
    • Chat queue = 6
    • Voicemail queue = 4
    • Email queue = 2 (lowest default priority)
    Based on your business needs, you can assign the desired priority for each queue.
    Email Processing TimeoutChoose how much time Virtual Contact Center must wait before assigning a new interaction from the queue to an agent who has just completed an interaction.
    The post-processing timeout enables agents servicing the selected queue to perform any necessary post-interaction tasks before receiving a new interaction.
    Choose Manual to enable agents assigned to this queue to use their Agent Console to explicitly make themselves available for new interactions.

    Note: The agent's idle timer is reset every time an interaction comes to an agent via a queue, and as soon as the agent ends the post processing. Log in and log out or changing the status does not reset the agent's timer. Also, if the agent transfers a call that comes via a queue to another agent, it resets the timer for Agent A but not for Agent B. See the following table for the complete list of activities that may or may not reset the agent's idle timer.

    An agent's idle timer is reset by:An agent's idle timer is not reset by:
    Inbound Call via an Inbound Voice QueueAccepting Direct-to-Agent Calls
    Inbound Voicemail Call via an Inbound Voicemail Queue Dialing Agent-to-Agent Calls
    IVR Callback call via an Outbound QueueDialing a manual outbound call even if it makes the agent busy using an Outbound Phone Code (OPC) Queue
    Web callback call via an Outbound Queue Making a click-to-dial outbound call
    Campaign call via an Outbound Queue Agent-to-Agent Chat
    Inbound Chat via an Inbound Chat QueueChanging between logged in states such as Available, Working Offline, and On Break
    Inbound Email via an Inbound Email Queue Log in or Log out
    Queue SignatureType the default signature appended to all email responses sent by an agent in response to an email interaction.
  4. Click Save.

After you define the queue properties, you are ready to assign members to the queue.

See Also

 


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