Create and configure queues


Prerequisites

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 1.0.0.7252 or later.

Queues are the “waiting line” of interactions. Agents select the On Queue status to enter their predefined queues. Contact center queue settings include creating and managing queues for voice and chat channels for the entire organization.

Create and configure queues for voice, chat, email, callback, and social expression channels for the entire organization from the Admin > Contact Center > Queues page.

  1. Click Admin.
  2. Under Contact Center, click Queues. The Manage Queues page opens.
  3. Click Create Queue. The Add Queue dialog box opens.
  4. In the Name box, type a unique queue name.
    Note: A queue name cannot contain asterisks.
  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.

Choose from the following after call work options:

  • Optional: This option allows the agent to opt out of selecting a wrap-up code after a call. This feature is useful if your organization does not use wrap-up codes and your agents do not need after call work time.
  • Mandatory, Discretionary: For this option, the agent chooses how long to remain in ACW status. In this case, they will set themselves status back to available when they complete their after call work.
  • Mandatory, Time-boxed: Means you set the maximum amount of time that an agent may remain in the ACW state to complete their after call work. If they finish their after call work early, they can change their status to receive new interactions or they will automatically go available at the end of the time specified.
  • Mandatory, Time-boxed no early exit: In this case, the agent will not be able to set themselves back to available if they complete their after call work early. They will remain in ACW status and automatically be set to available at the end of the time out period. This feature is useful to give the agent a "cool down" period between interactions.

Select the after call work option:

  1. Click the After Call Work list and select whether after call work is:
    • Optional (agents can opt out of selecting a wrap-up code after a call)
    • Mandatory, Discretionary
    • Mandatory, Time-boxed
    • Mandatory, Time-boxed no early exit
  2. If you selected Mandatory, Time-boxed, or Mandatory, Time-boxed no early exit, in the After Call Work Timeout box enter the number (in seconds) to wait before the agent receives more interactions.

For more information about how PureCloud uses evaluation and routing methods to determine how to match interactions and agents, see Evaluation and routing methods.

Note: Bullseye configuration is optional.

  1. Under Evaluation Method, select the method by which to match interactions and agents:
    • All skills matching
    • Best available skills
    • Disregard skills, next agent
  2. Under Routing Method, optionally select Standard ACD or Bullseye.
  3. If you selected Bullseye routing in the previous step, for Ring 1 do the following:
    1. In the Stay in this ring for box, type the number of seconds to wait before passing the call to the next consecutive ring.
    2. In the Skills to remove on ring exit box, type the name of one or more skills to remove from the selected agent or agents if the exact target is not available to receive the interaction.
      Note: The maximum number of skills that you can remove on a single bullseye ring is 50.
    3. To expand the pool of available agents if a match is not made with the first ring, repeat steps a-b for each consecutive ring, up to six rings.
  4. Click Save

  1. Click the Members tab.
  2. To add a member to the queue, in the Select new members box begin typing the name of the contact and then select the appropriate match from the results.
  3. Repeat step 2 to add additional members to the queue. 
  4. Click the + button to add the member or members to the queue.
  5. To remove a member from the queue, click the corresponding Delete button next to the member's name and then click Yes.

  1. Click the Members tab.
  2. In the Select new members area, click the Advanced link. The Add Members dialog opens.
  3. Click the arrow at the end of the Search button and select the parameter by which to filter members. Options include:
    • Search (by member name)
    • By Group (add all members of a group or groups)
    • By Role (add all members assigned to a specific role or roles)
    • Reports To (add all members who report to a specific person)
    • Location (add all members assigned to a specific location)
  4. Begin typing the name of the contact or filter and then select the appropriate match from the results. The dialog box displays the member or members in a list.
  5. Repeat step 4 to add additional contact or filters to the queue. 
  6. Add the desired members to the queue:
    • To add all members, select the check box located to the left of the Name heading.
    • To select individual members, select the check box next to each member you want to add.
  7. To view the selected members before you assign them to the queue, click the Show Selected button.
  8. Click Save.

If you selected the bullseye configuration routing method, make sure you assign queue members to each ring. This method ensures the selection pool is configured appropriately.

  1. On the Members tab, locate the member you want to assign to a specific ring.
  2. In the Bulls-eye Ring Number column, click the arrow at the end of the ring number list and select the appropriate ring to assign to the member.
    Note: The maximum number of skills that you can remove on a single bullseye ring is 50.
  3. Repeat steps 1-2 for each remaining member.

  1. Click the Wrap-up Codes tab.
  2. To add a wrap-up code to the queue, in the Add new wrap-up codes box begin typing the name of the code and then select the appropriate match from the results.
  3. Click  to add the wrap-up code to the queue.
  4. Repeat steps 2-3 for each additional wrap-up code to add.
  5. To remove a wrap-up code from the list, click Delete.

Voice channel

  1. Enter the service level percentages and targets for the voice channel.
  2. Optionally set up caller ID display for outbound calls placed on behalf of this queue using alphabetical, numeric, or alphanumeric combinations:
    1. In the Calling Party Name box, type the name you want to display for the call recipient.
      Note: When you create an external SIP trunk and specify a Calling Name, that Calling Name takes precedence over the Calling Party Name you set here. If you configure a Calling Party Name on a trunk, the Calling Party Name you configure for a queue never appears. For more information, see Create an external SIP trunk.
    2. In the Calling Party Number box, type the alphanumeric combination you want to display for the call recipient.
      Note: PureCloud validates the number you enter here to ensure that it follows the E.164 number format. The country defaults to the organization's selected language.
  3. In the Alerting Timeout field, enter the number of seconds for an alert to display before timing out.
    Note: The maximum alerting time is 59 seconds. When an alert times out, the agent's status changes to Not Responding and the call is placed back in queue.
  4. (Optional) In the In-Queue Flow area, select a previously defined Architect in-queue flow to set as the standard behavior for the queue.
    NoteIf you do not select an in-queue flow, the system uses the organization's default in-queue flow. However, within Architect you can configure an in-queue flow as a parameter of the Transfer to ACD action, which supersedes the organization's default- and queue-configured flow. In this case, the Transfer to ACD action's in-queue flow takes precedence over the flow you select here. 

    1. (Optional) In the Default Script area, select a published script to load when no default script is selected in the application (for example, Architect or Campaigns).
    2. (Optional) In the Whisper Audio area, set up options that, before connecting to the caller, let an agent know which queue the caller entered:
      1. To play whisper audio for all agents, select Play whisper audio for all agents.
      2. To play whisper audio only for agents who have auto-answer enabled by the administrator, select Only play whisper audio if agent is configured for auto-answer. For information on how to enable auto-answer for agents, see the Phone tab on the Edit Person page.
      3. Under Whisper Prompt, use search to locate the Architect user prompt you want to use for whisper audio. The system displays the length of the prompt, in seconds, for each configured language or any configured text-to-speech.
        Note: Best practice recommends that you limit whisper audio prompts to 3 seconds or less.
      4. To open the selected prompt, click Edit/View Prompt. Architect opens to the User Prompts page, where you can view and edit the prompt; for example, re-record the audio prompt or add text-to-speech.
      5. If you chose to edit the prompt, click Refresh Prompt to review updated information about it.
    3. Click Save.

    Chat and message channels

    Outbound SMS: Feature coming soon

    1. Enter the service level percentages and targets for the chat channel.
    2. In the Alerting Timeout field, enter the number of seconds for an alert to display before timing out. 
      Note: When an alert times out, the agent’s status changes to Not Responding.
    3. In the Default Script area, optionally select a published script to load.
    4. (Outbound message channels only) In the Outbound SMS Number area, select the appropriate SMS number to assign to the message channel.
      Note: If the SMS number that you assign is not associated to a flow in Message Routing, then the system will not route inbound responses. For more information, see Message routing overview.
    5. Click Save.

    Callback and social expression channels

    1. Enter the service level percentages and targets for the corresponding channel. 
    2. In the Alerting Timeout field, enter the number of seconds for an alert to display before timing out. 
      Note: When an alert times out, the agent’s status changes to Not Responding.
    3. Click Save.

    Email channels

    1. Enter the service level percentages and targets for the email channel.
    2. In the Alerting Timeout field, enter the number of seconds for an alert to display before timing out. 
      Note: When an alert times out, the agent’s status changes to Not Responding.
    3. In the Outbound Email Address, specify which email address to use for emails sent from this queue: 
      1. Click the edit button. The Edit Outbound Email Address dialog opens.
      2. Under Email Domain, select the appropriate domain from which to send the email address.
      3. Under Outbound Email Address, select the appropriate email address the recipient sees when receiving the outbound email. 
    4. In the Default Script area, optionally select a published script to load for chat interactions. 
    5. Click Save.