Queueing Overview

Queueing Overview

Manage how conversations are assigned to agents
Last Updated August 11, 2022
Table of Contents

Queueing enables you to manage how conversations are assigned to agents. In this article, we’ll illustrate how to use queues.

Default queue

By default, all channels are added to a queue called default, having all agents assigned to it. When a channel is added to a new queue, it is removed from the default queue.

Adding a new queue

  • On the queueing page, click Add New Queue.
  • In the Queue Title, write the name that best describes the queue.
  • In the Queue Priority, select a value from 1 to 4 (1 is the highest priority). This value helps the router determine which conversations should be assigned to an agent first.
  • Type the Queue Description.
  • In the Select Channel list, you can add channels you already configured. A channel can only be added to one queue; if you select a channel that is already added to another queue, you will be asked if you’d like to remove it first.
  • In the Add Agents list, select the agents you want to assign to this queue. There must be at least one agent in a queue.
  • Click Save Changes to add the new queue to your list of queues.

• Enable the Auto Assignment if you want conversations to be automatically assigned to agents in this queue.
• An alert is shown if all agents in a queue are offline.

Advanced Settings

Agent capacity: By default, an agent can receive unlimited number of conversations. If you enable agent capacity, you can limit the number of conversations an agent can have at one time in their inbox.

Agent to agent handover: When enabled, a conversation is reassigned automatically to another agent if it stays pending for the specified number of minutes.

Agent to agent transfer timeout: Use this to manage how long a transferred conversation should stay at the receiver agent’s incoming conversations before it gets back to the sender.

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