Ability to Clone Queues

8x8 Contact Center now offers customers the ability to clone queues. With this new enhancement, administrators can copy inbound phone queues, outbound phone queues, chat queues, email queues, as well as voicemail queues with a simple click. Cloning queues allows Contact Center administrators to create multiple queues in a short time.

When you clone a queue, the queue properties, queue members, interaction rules, and SLA in the queue are also copied. A queue name is automatically generated. You can modify or make changes to the new queue, if required.

To clone a queue:

  1. Log in to Configuration Manager.
  2. Go to Queues/Skills to display a list of queues.

  3. Select a queue and click Copy.
    A single copy is generated. The cloned queue has the original queue name plus a number appended to the name. For example, AcmeSalesChatQ becomes AcmeSalesChatQ -1, AcmeSalesChatQ -2, and so on. You can rename the queue by going to the Queues/Skills > Properties > Queue name. The queues are listed in alphabetical order, but you can sort and change their order.
  4. If required, modify the queue properties and Save.
  5. Click to delete the queue.

    Note: To delete a queue, you must remove the agents from the queue first.