A queue is an ordered collection of interactions waiting to be served by agents who are qualified to respond to these interactions. The call center administrator can customize how incoming interactions are prioritized and routed. Moreover, queues ensure that interactions are never lost or discarded.
Queues serve to present interactions flowing into Virtual Contact Center to agents based on skill set and availability. Virtual Contact Center provides sophisticated logic for matching customers to the agent who can best solve their problem. Queues direct interactions based on the skill level of agents serving the queue. If you have an agent with high skill level vs. an agent with low skill level, the interaction will be directed to the high skilled agent based on their availability.
By going to the Queues/Skills tab, you can:
Configuring a queue varies based on the media of the queue. The following sections describe:
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