Create and configure queues

Prerequisites
  • Routing > Queue > Add, Edit, Delete, Join, and View
  • Routing > Queue > Readonly
  • Routing > Queue Member Manage
  • 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 following permission is required for agents to request for after call work when the setting is Agent Requested:

  • Conversations > Settings > View

The following permission is required to edit the default script:

  • Scripter > Published Script > View

The following permission is required to view the SMS numbers on the Message tab:

  • SMS > Phone Number > View

Queues are the “waiting lines” 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.

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

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
  4. In the Name box, type a name that is unique to the queue. 
  5. In the Peer Id field, type a unique ID that can be used to identify the queue from an external platform. Peer Id is most commonly used to synchronize queues from an external platform in an organization using the Genesys Cloud EX product. For more information, see Genesys Cloud EX.  
    Note: Once created, the peer Id cannot be updated.
  6. Click the Division list and follow these steps:
    Note: If you do not type anything in the search list, the first 10 divisions appear by default.

    1. Begin typing the first few letters of the division in which you want to place the queue.
    2. To locate the required division, scroll through the list of available divisions.
    3. Select the appropriate division from the list.
  7. To copy the configuration and membership from an existing queue, under Copy settings and members from, search for and select an existing queue.
    Note: You can edit the new queue's membership and settings after you copy the existing configuration.
  8. Click Save. The queue configuration opens to the General tab.

    Configure after call work settings

    Select the after call work option:

    1. Click the After Call Work list and select whether after call work is:
      • Optional: This option allows agents 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: This option enables agents to choose how long to remain in ACW status. In this case, they must set their status back to available when they complete after call work.
        Note: If you choose Optional or Mandatory, Discretionary, the interaction closes only when the agents manually end the interaction after it moves to ACW. If an agent logs off or closes the browser without ending an interaction that is currently in ACW, the interaction does not wrap up. To force wrap up to such interactions, configure the End Interactions Automatically when Agents Logoff organization-level setting. The interactions close with a system wrap-up code, ININ-SYSTEM-LOGOUT. For more information, see Enable communication level after call work. 
      • Mandatory, Time-boxed: This option sets the maximum amount of time that agents remain in the ACW state to complete after call work. If they finish after call work early, they can change status to receive new interactions, or automatically become available at the end of the time specified. 
      • Mandatory, Time-boxed no early exit: This option prevents agents from setting themselves back to available if they complete after call work early. They remain in ACW status and automatically return to available status at the end of the time-out period. This feature is useful to give agents a "cool down" period between interactions.
      • Agent Requested: This option needs agents to specifically make a request for after call work before they disconnect the interaction.
        Note:

        For agents to view the option to request ACW, you must enable Enforce Communication Level After Call Work (ACW) and grant agents the Conversations > Settings > View permission. For more information, see Enable communication level after call work.

         
         
        • If agents request ACW: After the interaction disconnects, they move to ACW status for the time period set on the queue and experience the same process as Mandatory, Time-Boxed ACW.
        • If agents do not request ACW: After the interaction disconnects, they move to an idle state and become available for the next interaction in the queue. The agents can no longer go into ACW.
        • Agents can save the wrap-up codes and notes that they select during an interaction only if they request for ACW time and enter the ACW period after the interaction ends. If the agents do not request for ACW, they cannot save the notes or wrap-up codes.
    2. (Applicable only to Mandatory, Time-boxed, Mandatory, Time-boxed no early exit, and Agent Requested settings) In the After Call Work Timeout (Seconds) field, set the time that the agents have for after call work before they receive more interactions. The maximum number that you can enter here is 900 seconds. This timeout period applies only to voice interactions. To apply the timeout period to other channels such as chat, email, message, and callbacks, enable Enforce Communication Level After Call Work (ACW). For more information, see Enable communication level after call work.

    Notes:
    • If an interaction (assigned to an agent in a queue that has ACW configured and requires a wrap-up code to be selected) is direct transferred to another user, and if the receiving agent is not the member of a queue and does not have permissions to assign wrap-up codes, the agent will still have ACW time for their segment of the interaction and will still have to select a wrap-up code from the list available in the queue for the previous segment.
    • When agents make a call from a callback, the interaction requires a wrap-up code, regardless of the ACW setting. The agent must enter a wrap-up code even if the ACW is set to Optional.
    • Agents usually assign wrap-up codes during after call work. If agents do not assign a wrap-up code before the specified time expires, Genesys Cloud assigns the default ININ-WRAP-UP-TIMEOUT wrap up code. In some circumstances, outbound dialing assigns wrap-up codes. These codes appear in exported contact lists or conversation events. For more information, see Wrap-up codes assigned by outbound dialing. Genesys recommends that you do not use the Agent requested option in outbound dialing because it allows agents to skip after call work that may result in outbound campaigns performing inaccurately.

    To enable manual assignment for a queue from the General tab, enable the Enable Manual Assignment check box. For more information about assigning interactions in a queue, see Manually assign waiting interactions.

    To enable manual assignment for a queue from the General tab, enable Auto answer. This enables auto answer for all digital channels. For more information, see Auto answer incoming interactions.

    For more information about how Genesys Cloud uses routing methods to determine how to match interactions and agents, see Routing and evaluation methods

    Choose the routing method

    1. Click the Routing tab.
    2. Under Scoring Method, choose how to score the waiting interactions for ranking. In an interaction surplus scenario, when an agent becomes available, the interaction with the highest rank routes first, based on the routing method and evaluation method that you specify.
      • Conversation score - A combination of time in queue (in minutes) plus or minus a priority value (in minutes). For example, if a call waits in a queue for 5 minutes and has a priority of 10, the conversation score is 15.  This value increases by one for each minute of wait time, or increases if the priority value updates to something higher.
      • Priority score - The priority value assigned by Genesys Cloud. 
      Note: When different queues have different scoring methods, Genesys Cloud first routes the interactions in queues that have the priority score method set. 

      You can view the priority of an interaction on the Interaction panel. For more information, see Queues Activity Detail view.

    3. Under Routing Method, select which routing method you want to use:
      • Standard routing (default)
      • Predictive routing
      • Bullseye routing
      • Preferred agent routing
      • Conditional group routing
    4. Based on the routing method you select, configure the queue using the appropriate instructions that follow.

    Configure standard routing

    1. Under Evaluation Method, select the method by which to match interactions and agents: 
      • All skills matching
      • Best available skills
      • Disregard skills, next agent  (the agent with the longest time since last interaction)
    2. Click Save. 

    Configure predictive routing 

    Predictive routing currently supports voice, email, and asynchronous message interactions. By default, all threaded emails and messages that occur within 72 hours of the first exchange are forwarded to the agent who last handled the email interaction. 

    For more information about predictive routing, see Predictive routing overview.

    1. In the Key Performance Indicator box, click the KPI to optimize.
    2. In the Predictive Routing Timeout box, type the timeout period (from 12-259,200 seconds or 72 hours).
    3. Select one of the following predictive routing modes:
    To run comparison testing, where some interactions process using predictive routing and the rest by the selected baseline routing method:
    1. Click Run in Comparison Test Mode.
    2. In the Predictive Routing Comparison Test pane, click the routing method to test against predictive routing. 
    3. Configure the alternative routing method using the instructions in this article for the method that you chose. 
      For more information about comparison testing, see Test predictive routing for your queues.
    To use predictive routing for all interactions that the queue processes: Click Use for All Queue Interactions.
    To route interactions using predictive routing 80% of the time and the selected baseline routing method 20% of the time:
    1. Click Ongoing Value Monitoring.
    2. In the Ongoing Value Monitoring pane, click the routing method to compare against predictive routing.
      Notes:
      • Selecting this option allows you to measure the ongoing benefit of predictive routing. Genesys recommends that you run ongoing value monitoring for at least a few months. Changing to another mode prematurely may interfere with the evaluation.
      • You cannot change the 80:20 time split ratio. 
      • For more information about measuring the ongoing benefit, see Predictive routing ongoing value monitoring.
    1. To use workload balancing with predictive routing, set Workload Balancing to On.
    2. To compare the existing occupancy rate with desired occupancy values and then balance the workload, select Set agent occupancy threshold and set the minimum and the maximum values in the slider. Occupancy percentages appear in the Agents Status Summary view. This option ignores the agent wait time.
    3. To use skill matching with predictive routing, set Skill Matching to On.
    4. Under Timeout Routing, click the evaluation method to use when an interaction reaches the predictive routing timeout period and requires a fallback routing method. The fallback method is always standard routing.
    5. Click Save. The Queue list page appears, showing Predictive [Processing...] in the Routing Method column. For more information about the processing phase, see The KPI processing phase

    Configure bullseye routing

    Genesys Cloud offers two ways to define bullseye routing rings. First, define up to five rings with the appropriate delays between each ring. Next, perform one of the following steps:

    • Option 1: Save your changes and from the Members tab assign specific users or groups to each ring. To ensure compatibility with WEM forecasting and scheduling, you can manage expansion by creating skill expression groups defined with the same skills but with varying levels of proficiency. 
    • Option 2: From the Routing tab, add the skills to be removed from routing consideration in each ring.

    For more information on bullseye routing, see Advanced routing overview.

    Option 1: Configure bullseye routing by assigning specific users or groups to each ring

    1. Define up to five rings with the appropriate delays between each ring.
    2. Click Save & Continue.
    3. Click the Members tab.
    4. To add users to a bullseye routing ring, 
      1. Click the Users tab.
      2. Click Add User.
      3. Search for the required user using the search filters.
      4. To add the user or users to the queue, click Add Selected.
    5. To add groups to a bullseye routing ring, perform these steps:
      1. Click the Groups tab.
      2. Click Add Group.
        Note: If you are configuring the queue for WEM forecasting and scheduling, add skill expression groups.
      3. Select to search for one of these group types:
        • Groups only
        • Skill groups only
        • Work teams only
      4. In the Enter a name box, begin typing the first few letters of the group and select the appropriate match from the results.
      5. To add the group or groups to the queue, click Add Selected.
      6. Under Bullseye Ring Number, select the ring to which to associate the group.
      7. Repeat steps b–f to add more groups to the queue.
    6. To remove a user or group from the bullseye ring, under Action, click X next to the member or group name.

    Option 2: Configure bullseye routing by removing skills from routing consideration

    1. Define up to five rings with the appropriate delays between each ring.
    2. In the Time Interval box, type the number of seconds to wait before passing the call to the next consecutive ring.
    3. In the Skills to remove on exit box, click the X next to the skills you want to remove from the selected 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.
    4. To expand the pool of available agents if if Genesys Cloud finds no match in the first ring, click Add Ring and repeat steps 1-2 for each consecutive ring, up to six rings.
    5. To remove a ring, click Delete Ring.
    6. Click Save.

    Configure preferred agent routing

    For more information on preferred agent routing, see Advanced routing overview.

    To configure preferred agent routing, do the following:

    1. Click Add Ring.
    2. For the first ring, specify a score and determine how long to route interactions to agents with an assigned score that is equal to or higher than that value.
    3. To expand the pool of preferred agents if Genesys Cloud finds no match in the first ring, repeat steps 1-2 for each consecutive ring, up to six rings.
    4. To route interactions to all preferred agents for a specific length of time, enable Route to all preferred agents for and then set the length, in seconds.
    5. Specify the timeout routing method to route interactions after the expiry of the time you set for Preferred agent routing. You can choose one of the following routing options: Standard routing, bullseye routing, or conditional group routing
    6. Click Save.

    Configure conditional group routing

    Before you begin to add conditional group routing rules, create the required groups or work teams, and add them as members to the queue. To learn about how conditional group routing selects agents, see Conditional group routing overview, and for FAQs, see Conditional group routing FAQs.

    1. Set rule 1:
      1. Select the KPI to optimize. By default, the first selection is Estimated Wait Time (EWT).
      2. Enter the condition that must be met for the agents in the groups associated with the rule to be made available for the interaction.
        Note: Only queues that belong to the division the current queue is part of are displayed. 
    2. Repeat step 1 for up to five rules.
              After an interaction reaches the last rule, the interaction waits until it is assigned. The waiting interactions are not routed through a fallback routing method. 
            1. Under Evaluation Method, select the method to match interactions and agents: 
              • All skills matching
              • Best available skills
              • Disregard skills, next agent (the agent with the longest time since last interaction)

            Predictive routing currently supports voice, email, and asynchronous message interactions. By default, all threaded emails and messages that occur within 72 hours of the first exchange are forwarded to the agent who last handled the email interaction. 

            For more information about predictive routing, see Predictive routing overview.

            1. In the Key Performance Indicator box, click the KPI to optimize.
            2. In the Predictive Routing Timeout box, type the timeout period (from 12-259,200 seconds or 72 hours).
            3. Select one of the following predictive routing modes:
            To run comparison testing, where some interactions process using predictive routing and the rest by the selected baseline routing method:
            1. Click Run in Comparison Test Mode.
            2. In the Predictive Routing Comparison Test pane, click the routing method to test against predictive routing. 
            3. Configure the alternative routing method using the instructions in this article for the method that you chose. 
              For more information about comparison testing, see Test predictive routing for your queues.
            To use predictive routing for all interactions that the queue processes: Click Use for All Queue Interactions.
            To route interactions using predictive routing 80% of the time and the selected baseline routing method 20% of the time:
            1. Click Ongoing Value Monitoring.
            2. In the Ongoing Value Monitoring pane, click the routing method to compare against predictive routing.
              Notes:
              • Selecting this option allows you to measure the ongoing benefit of predictive routing. Genesys recommends that you run ongoing value monitoring for at least a few months. Changing to another mode prematurely may interfere with the evaluation.
              • You cannot change the 80:20 time split ratio. 
              • For more information about measuring the ongoing benefit, see Predictive routing ongoing value monitoring.
            1. To use workload balancing with predictive routing, set Workload Balancing to On.
            2. To compare the existing occupancy rate with desired occupancy values and then balance the workload, select Set agent occupancy threshold and set the minimum and the maximum values in the slider. Occupancy percentages appear in the Agents Status Summary view. This option ignores the agent wait time.
            3. To use skill matching with predictive routing, set Skill Matching to On.
            4. Under Timeout Routing, click the evaluation method to use when an interaction reaches the predictive routing timeout period and requires a fallback routing method. The fallback method is always standard routing.
            5. Click Save. The Queue list page appears, showing Predictive [Processing...] in the Routing Method column. For more information about the processing phase, see The KPI processing phase

            Add selected users

            1. Click the Members tab.
            2. To add a member to the queue, click Add User.
            3. To search for users by a filter other than text, click the Text list and select from one of these filters:
              • Division
              • Group
              • Language
              • Location
              • Reports To
              • Skill
            4. In the Enter a value box, begin typing the name of the contact.
            5. Select the appropriate match from the results.
            6. To add members to the queue, click Add Selected.
            7. To remove a member from the queue, under Action, click X next to the member's name and then click Confirm.
            8. Repeat steps 2–7 to add more members to the queue. 

            You can add one user at a time to a queue or you can add a work team to a queue. You cannot do both.

            Note: If you change from adding users to a queue to adding a work team, the previously selected users are removed.

            Add a group, skill group, or work team

            1. Click the Members tab.
            2. Click the Groups tab.
            3. To add a group to the queue, click Add Group.
            4. Select to search for one of these group types:
              • Groups only
              • Skill groups only
              • Work teams only
            5. In the Enter a name box, begin typing the first few letters of the group.
            6. Select the appropriate match from the results.
            7. To add the group or groups to the queue, click Add Selected.
            8. To remove a group from the queue, under Action click X next to the member's name and then click Confirm.
            9. Repeat steps 2–6 to add more groups to the queue.

            Note: You can select and add up to 100 individual users at a time. To add more than 100 users, you must repeat the action until all required users are added. However, you could add any number of agents to a group at a time and subsequently add the group as a member. You cannot remove users individually when you add them to queues as part of a group.

            For information on creating new wrap-up codes, see Wrap-up code administration.

            1. Click the Wrap-up Codes tab.
            2. In the Select new wrap-up codes box, begin typing the name of the code and then select the appropriate match from the results. You can see the wrap-up codes that are assigned to the divisions to which your role has access. The role must both belong to the division and have the necessary permissions outlined in the prerequisites section. Genesys recommends that you add wrap-up codes that are assigned to the division to which the queue belongs; this helps gain a better understanding of any reports that contain wrap-up code-related data.
            3. Click Add .
            4. To add additional wrap-up codes, repeat steps 2–3.
            5. To search for an assigned wrap-up code, next to Filter by name, begin typing the first few letters of the wrap-up code and then select it from the list.
            6. To remove a wrap-up code from the list, click Remove.

            Voice channel

            Before you set voice channel behavior and thresholds, review these considerations:

            • 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 a trunk under BYOC Premises.
            • When you enter the calling party number, Genesys Cloud 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.
            • The maximum alerting time is 59 seconds and the minimum is 7 seconds. When an alert times out, the agent's status changes to Not Responding and the system returns the call to the queue.
            • If 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. This process 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.
            • Best practice recommends that you limit whisper audio prompts to the shortest duration possible. Two-way communication between the dialed party and the agent does not commence until the whisper audio finishes playing.
            • To use voice transcription for the queue, an administrator must enable voice transcription for the organization. For more information, see the Enable voice transcription section in Speech and text analytics.
            • To use audio monitoring for the queue, an administrator must enable the AudioHook integration for the organization. For more information, see Install AudioHook Monitor from Genesys AppFoundry.

            Configure voice channels

            1. Enter the service level percentages and targets for the voice channel.
            2. (Optional) Use alphabetical, numeric, or alphanumeric combinations to set up the caller ID display for outbound calls placed on behalf of this queue:
              1. Under Calling Party Name, type the name you want to display for the call recipient.
              2. Under Calling Party Number, type the alphanumeric combination you want to display for the call recipient.
            3. Under Alerting Timeout, enter the number of seconds for an alert to display before timing out.
            4. (Optional) Under In-Queue Flow, select a previously defined Architect in-queue flow to set as the standard behavior for the queue.
              1. (Optional) Under Default Script, select a published script to display when no default script appears in the application, for example, Architect or Campaigns.
              2. (Optional) Under Whisper Audio, set up options that let an agent know before connecting to the caller as to which queue the caller entered:
                1. 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. If no whisper prompt is configured on the queue or in the Architect flow and auto-answer is enabled, an audio tone plays. For more information about how to enable auto-answer for agents, see the Phone tab in Edit user configuration data.
                2. To play whisper audio for all agents, select Play whisper audio for all agents.
                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: You can edit the default whisper audio or upload a different audio of your choice. For more information, see Modify the default whisper prompt
                4. To open the selected prompt, click Edit/View Prompt. Architect opens 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. To allow voice recording while the caller is waiting in the queue, enable Continue voice recording during queue wait. When you disable this option, recording is suppressed during the wait time; recording resumes when the interaction with an agent begins. In addition to this configuration, to allow voice recording at the queue level, you must enable voice recording on the trunk. 
              4. (Optional) Enable Voice Transcription.
                Note: When the Continue voice recording during queue wait option is disabled and the Voice Transcription option is enabled, voice transcription is enabled only during the conversation between the agent and the caller.
              5. (Optional) Enable Audio Monitoring. Use this feature to send queue audio to configured AudioHook Monitor integrations.
                Note: When the Continue voice recording during queue wait option is disabled and the Audio Monitoring option is enabled, audio monitoring is enabled only during the conversation between the agent and the caller.
              6. To set custom hold music when the agent puts the call on hold, under Hold Audio, use search to locate the Architect user prompt you want to use for hold audio. This overrides the music that is set at organization level. 
                Note: When an agent transfers the call to a different queue, Genesys Cloud activates the music set on the destination queue.  
              7. Click Save.

              Chat and message channels

              Before you set email and channel behavior and thresholds, review these considerations:

              • When an alert times out, the agent’s status changes to Not Responding.
              • Outbound channels only: If the SMS number that you assign is not associated to a flow in Message Routing, then the system does not route inbound responses. For more information, see Message routing overview.

              Configure chat and message channels

              1. Under Service Level, use the slider to select the service level percentages for this channel.
              2. Under Service Level Target (Seconds), enter the service level target, in seconds, for this channel.
              3. Enable Auto answer to automatically connect the interactions of this digital channel to the agent. An alerting timeout to the incoming interactions is not applicable in this case and therefore the option is not available to be set. However, agents receive an audio alert when a new interaction is connected. For more information about how an individual channel-level setting works, see Auto answer incoming interactions.
              4. Under Alerting Timeout (Seconds), enter the number of seconds for an alert to display before timing out.
              5. Under Default Script, optionally select a published script to load.
              6. (Optional) Message channels only: In the In-Queue Message Flow area, select a previously defined Architect in-queue message flow to set as the standard behavior for the queue.
              7. To allow agents to send an outbound message on behalf of the queue, configure the required channel below:
                1. Outbound message channels: Under Outbound SMS Number, select the appropriate SMS number to assign to the message channel.
                2. Outbound WhatsApp message: Under Outbound WhatsApp Integration, select the WhatsApp integration to assign to the message channel. For more information about how to set up a WhatsApp integration, see Work with Embedded Signup Flow.
                3. Outbound message channels: Under Outbound Open Messaging Integration, select the Open Messaging integration to assign to the message channel.
              8. Click Save.

              Email channels

              Before you set email channel behavior and thresholds, review this consideration:

              • When an alert times out, the agent’s status changes to Not Responding.

              Configure email channels

              1. Under Service Level, use the slider to select the service level percentages for this channel.
              2. Under Service Level Target (Seconds), enter the service level target, in seconds, for this channel.
              3. Enable Auto answer to automatically connect the interactions of this digital channel to the agent. An alerting timeout to the incoming interactions is not applicable in this case and therefore the option is not available to be set. However, agents receive an audio alert when a new interaction is connected. For more information about how an individual channel-level setting works, see Auto answer incoming interactions.
              4. Under Alerting Timeout (Seconds), enter the number of seconds for an alert to display before timing out.
              5. Under Outbound Email Address, specify which email address to use for emails sent from this queue: 
                1. Under Outbound Email Address, select the appropriate email address the recipient sees when receiving the outbound email.
                2. Under Email Domain, select the appropriate domain from which to send the email address.
              6. (Optional) Under In-Queue Email Flow, select a previously defined Architect in-queue email flow to set as the standard behavior for the queue.
              7. (Optional) Under Default Script, select a published script to display for email interactions. 
              8. Click Save.

              Callback channels

              Before you set callback channel behavior and thresholds, review these considerations:

              • When an alert times out, the agent’s status changes to Not Responding.
              • When an agent takes ownership of a callback, the callback waits for the agent to become available for time configured in Agents can own a scheduled callback for. When an agent does not own a callback, it automatically routes to the next available agent if the scheduling agent is not available at the scheduled time. For agent-owned callbacks to take effect, there must be at least one Preferred Agent Routing rule set on the queue.
              • The Agents can schedule a callback in advance for setting does not affect how far in advance non-owned callbacks can be scheduled. That value remains 30 days and cannot be changed. 

              Configure callback channels

              1. Under Service Level, use the slider to select the service level percentages for this channel.
              2. Under Service Level Target (Seconds), enter the service level target, in seconds, for this channel.
              3. Under Alerting Timeout (Seconds), enter the number of seconds for an alert to display before timing out.
              4. (Optional) Set Allow Agents to Take Ownership to On.
              5. If you enable agents to take ownership of callbacks, do the following:
                1. Under Agents can own a scheduled callback for, use the up and down arrows to define how long the ownership period lasts. The minimum time is one hour; the maximum is seven days.
                2. Under Agents can schedule a callback in advance for, use the up and down arrows to define how far in advance agents can schedule owned callbacks. The minimum time is one hour; the maximum is 30 days.
                  Note: If an agent owns a callback and is not available after the ownership period expires, the callback is removed from the queue and is disconnected.
                   
                3. To allow Genesys Cloud to begin and end callbacks automatically, do the following:
                  1. Enable Automatically start and end callbacks. For the callbacks to start and end automatically, you must also enable the Enforce Communication Level After Call Work (ACW). For more information, see Enable communication level after call work.
                    Note: Automatic callback does not apply to ACD voicemails. Agents must manually start and end the calls.
                  2. Set the duration within which the call begins. After the callback is assigned, if the agent does not begin the call manually, Genesys Cloud starts the callback at the expiry of set time.
                  3. Set the duration after which the call ends. After the call ends, if the agent does not end the callback manually, Genesys Cloud automatically ends the callback at the expiry of the set time. Depending on the ACW option set, the callback timer begins after the ACW time ends.
              6. Click Save.

              1. Click the Workitems tab.
              2. In the Alerting Timeout (Seconds) box, enter the duration for which the Accept button appears on the agent desktop.
              3. In the Duration of the sound being played box, enter the duration for which the sound is to be played during the alert.

              When no agent-level backup option is available, Genesys Cloud routes the interaction to the backup queue set for the direct routing queue. Set up the backup option as follows.

              1. Choose the backup queue from the Backup Queue drop-down list.
              2. Set the duration after which an unanswered interaction is routed to the backup in the Go To Back Up After field. To route immediately, select the Assign to backup immediately checkbox. 

              Agents can find and use canned responses in the Interactions panel. When you have a large repository of libraries and responses, you can configure to display only the responses that are applicable to the queue the agent is logged on to.
              To configure the available responses, associate the relevant canned response libraries to each queue.

              1. Click the Canned Responses tab.
              2. Choose one of the following options:
                • All libraries - This option allows the agents to view responses from all libraries available in the organization.
                • No libraries - This option hides all responses from the agents.
                • Specific libraries - This option allows agents to view the responses from libraries that you select. You can select a maximum of 50 libraries per organization.