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 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 5,000 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 unique queue name. 
  5. To copy the 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 General tab.

  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.

Choose from the following after call work (ACW) 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 their status back to available when they complete after call work.
  • Mandatory, Time-boxed: Set the maximum amount of time that an agent may 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: In this case, the agent will not be able to set 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 the agent a "cool down" period between interactions.

Note: Agents usually assign wrap-up codes during after call work. 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.

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. (Mandatory, Time-boxed and Mandatory, Time-boxed no early exit only) In the After Call Work Timeout box enter the number (in seconds) to wait before the agent receives more interactions.
    Note: This option only applies to voice interactions. The maximum number you can enter here is 900 seconds.

For more information about assigning interactions in a queue, see Manually assign waiting interactions.

To enable manual assignment for a queue, under Manual Assignment on the General tab, select the Enable Manual Assignment check box. 

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

Choose the routing method

  1. Under Routing Method, select which routing method you want to use:
    • Standard routing (default)
    • Predictive routing
    • Bullseye routing
    • Preferred agent routing
  2. Follow the instructions below for your selected routing method.

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 

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 12-900 seconds).
  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 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 Monitor ongoing value of predictive routing.
    • For more information about how to generate a report on the ongoing benefit, see Generate ongoing value monitoring report.
  1. To use workload balancing with predictive routing, set Workload Balancing to On.
  2. Under Timeout Routing Method, 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.
  3. 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

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

To configure bullseye routing, for ring 1 do the following:

      1. In the Route to available agents for box, type the number of seconds to wait before passing the call to the next consecutive ring.
      2. In the Remove these skills on ring exit box, type the name of one or more skills 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.
      3. To expand the pool of available agents if if Genesys Cloud finds no match in the first ring, repeat steps 1-2 for each consecutive ring, up to six rings.
      4. 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. Select 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 Consider all preferred agents and then set the length, in seconds.
      5. Click Save.

Predictive routing uses AI to match agents and interactions, driving improvements in your selected key performance indicator (KPIs) without the need for manually configured rules and routing interventions. For more information, see Predictive routing overview.

To start using predictive routing:

  1. Navigate to the Admin > Queues window, locate the Predictive Routing Evaluation column, and click the link in the column header. Depending on where your organization is in your predictive routing journey, this link says either:
    • Learn More – You are at the beginning of your predictive routing journey. Ensure that you have Billing > Add permissions enabled, then click Learn More. The Optimize Routing with AI pane opens and invites you to activate predictive routing. If your organization has not yet used the free trial, the first 30 days are free. Go to Step 2, below.
    • Get Started – You have already activated predictive routing for your organization. Go to step 3, below.
  2. To start your free trial or to activate, click Activate Predictive Routing . This link directs you to AppFoundry. For help with this procedure, see Add predictive routing to your organization.
  3. Click Get Started in the Predictive Routing Evaluation column. The Queue Benefit Assessment pane opens. A queue benefit assessment is a no-charge, no-commitment way to evaluate your queues for the potential to improve using predictive routing. For more information, see Predictive routing benefit assessment.
  4. After running a benefit assessment, you have the following options:
    • Run a comparison test – Half the time Genesys Cloud routes interactions using predictive routing and routes the rest using standard or bullseye routing.
    • If you have already run comparison tests, you can view the outcome of comparison test periods. The pane shows detailed information for the current or most recent comparison test, and summary results for up to four more comparison tests.
    • Activate predictive routing for all your queues.

  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.
  3. Select the appropriate match from the results.
  4. To add the member or members to the queue, click the Add  button.
  5. To remove a member from the queue, click the corresponding Delete button next to the member's name and then click Yes.
  6. Repeat steps 2–4 to add more members to the queue.

  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 more contact or filters to the queue. 
  6. Add the members to the queue:
    • To add all members, select the check box on the left side 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 that you assign queue members to each ring. This method ensures that the system configures the selection pool appropriately.

  1. On the Members tab, locate the member you want to assign to a specific ring.
  2. In the Bullseye Ring Number column, click 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.

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

  1. Click the Wrap-up Codes tab.
  2. 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 .
  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. (Optional) 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: 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.
  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 900 seconds. When an alert times out, the agent's status changes to Not Responding and the system returns the call to the 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. 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. 

    1. (Optional) In the Default Script area, select a published script to display when no default script appears 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 more information about 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 the shortest duration possible. Two-way communication between the dialed party and the agent does not commence until the whisper audio is finished playing.
      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. (Optional) Enable Voice Transcription.
      Note: 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 settings.
    4. Click Save.

    Chat and message channels

    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 does 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. (Optional) In the Default Script area, select a published script to display for chat interactions. 
      5. Click Save.