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:
|Properties Tab Option||Description|
|Queue Type||Read-only reminder of the type of queue.|
|Queue Name||Enter a name for the queue.|
|Default Priority||Choose 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:
|Email Processing Timeout||Choose 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.
|Queue Signature||Type the default signature appended to all email responses sent by an agent in response to an email interaction.|
After you define the queue properties, you are ready to assign members to the queue.
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