Virtual Contact Center categorizes phone queues by the direction of the phone calls.
To define an outbound phone queue, you need to specify the primary properties, such as queue name, default priority, post-processing timeout, and more. The Properties tab under Outbound Phone queues allows you to define these properties.
To define outbound phone queue properties:
|Properties Tab Option||Description|
|Queue type||Read-only reminder of the type of queue.|
|Queue direction||Read-only reminder of the phone queue direction. Specifies if it is inbound or outbound. It is applicable to phone media only.|
|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:
|Post-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.
|Voice Recording %||Specify the percentage of interactions from this queue recorded by Virtual Contact Center.|
After you define the queue properties, you are ready to assign members to the queue.
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