Series: Create queues

Create queues


The following permissions:

  • Routing > Queue > Add, Edit, Delete, Join, and View
  • Architect > UI > View

The following permissions are required to edit or view prompts in Architect (for whisper audio):

  • Architect > UserPrompt > View
  • Architect > UserPrompt > Edit

The whisper audio feature requires Edge and Media Tier version or later.

Begin this series by creating queues for voice, chat, message, email, callback, and social expression channels for the entire organization. For information about managing queues, see the Suggested content.

  • An organization can add up to 5000 queues.
  • Membership is limited to 5,000 members per queue.
  • You cannot duplicate a queue name. Each queue name must be unique.
  • A queue name cannot contain asterisks.

Some features are not available to or not compatible with customers who subscribe to Genesys Cloud workforce engagement from another Genesys platform. For more information, see Workforce Engagement for PureConnect and Genesys Engage users.

For users from another platform, administrators generally should not add, edit, or delete the following:

  • Queues
  • Wrap-up codes
  • Skills (ACD and and language)

Performing these actions leads to inconsistency between platforms. Only use these features when data incorrectly syncs from another platform.

Additionally, phone settings are unavailable to users from another platform.

Create the queue

  1. Click Admin.
  2. Under Contact Center, click Queues. The Manage Queues page opens.
  3. Click Create Queue
  4. In the Name box, type a unique queue name. 
  5. To copy configuration and membership from a previously created queue, from the Copy settings and members from list select an existing queue. 
    Note: You can edit the new queue's membership and settings after you copy the existing configuration.
  6. Click Create. The queue configuration opens to the Settings tab.

Select the queue’s division

  1. Click the Division list and do one of the following:
    • Begin typing the first few letters of the division in which you want to place the queue.
    • Scroll through the list of available divisions to locate the desired division.
  2. Select the appropriate division from the list.

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