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Creating and Configuring Queues

A queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded.

Queues serve to present interactions flowing into the Virtual Contact Center to agents based on skill set and availability.

The Queues tab in the Configuration menu allows you to:

Configuring a queue varies based on the media of the queue. In the following sections, we discuss how to:

To access the Queues pages:

  1. In the Configuration menu, click Queues to display a list of queues.

    Figure 48: Queues Main page

  2. In the list view:
  3. Configure the queue settings and save.

    For details on setting up a queue, refer to the following sections.

See Also

 


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