Create and configure queues

Prerequisites
  • Routing > Queue > Add, Edit, Delete, Join, and View
  • 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 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 name that is unique to the queue.
  5. 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.
  6. 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.
  7. Click Save. The queue configuration opens to the General tab.

Features coming soon: Agent Requested after call work

Choose from the following after call work (ACW) options:

  • 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 will set their status back to available when they complete 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 changes the default workflow of the agents. After the agents complete an interaction, this option immediately places them in an idle state and available for the next interaction in the queue. When you select this option, agents do not have additional time to add notes or wrap-up codes when the interaction ends. If agents require after call work time, they can click to request extra time. This time can be limited to a specific length of time.

Note: 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.

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
    • Agent Requested
  2. (Mandatory Time-boxed, Mandatory Time-boxed no early exit, and Agent Requested only) In the After Call Work Timeout (Seconds) 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.

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.

Feature coming soon: Conditional group routing

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. Click the Routing tab.
  2. Under Routing Method, select which routing method you want to use:
    • Standard routing (default)
    • Predictive routing
    • Bullseye routing
    • Preferred agent routing
    • Conditional group routing
  3. 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 

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 Monitor ongoing value of predictive routing.
  1. To use workload balancing with predictive routing, set Workload Balancing to On.
  2. To use skill matching with predictive routing, set Skill Matching to On.
  3. 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.
  4. 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.
  • 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, 
  5. To add groups to a bullseye routing ring, perform these steps:
    1. Click the Groups tab.
    2. Click Add Group.
    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 skill or 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 Set up routing for agents and then set the length, in seconds.
  5. Click Save.

Configure conditional group routing

  Feature coming soon

Before you begin to add conditional group routing rules, create the required groups. To learn about how conditional group routing identifies agents, see Conditional group routing overview.

  1. Set rule 1:
    1. Select the KPI to optimize. By default, the first selection is Estimated Wait Time (EWT).
    2. Enter the condition which 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 wait time specified in the last rule is ignored and interactions are not routed through a fallback routing method. 
          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.)

          Note: Changes to the routing configuration from the user interface overwrites any existing configuration set using API.

          Predictive routing uses AI to match agents and interactions. It drives improvements in your selected key performance indicator (KPIs) without manually configuring rules and routing interventions. For more information, see Predictive routing overview.

          To start using predictive routing:

          1. Click Admin.
          2. Under Contact Center, click Queues.
          3. Next to the Predictive Routing Evaluation column header, click the link. Depending on your organization's predictive routing journey status, one of these options appears:
            • 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 trial period begins. Go to the following Step 2.
            • Get Started - You have already activated predictive routing for your organization. Go to the following step 3.
          4. 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.
          5. 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.
          6. 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.

          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 the member or 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 2–6 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.

          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.
          3. Click Add .
          4. Repeat steps 2–3 for each additional wrap-up code to add.
          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 an external SIP trunk.
          • 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 900 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 is finished 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 settings

          Configure voice channels

          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. 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, before connecting to the caller, let an agent know 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. For more information about how to enable auto-answer for agents, see the Phone tab on the Edit Person page.
              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.
              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.
            4. 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. Under Alerting Timeout (Seconds), enter the number of seconds for an alert to display before timing out. 
            4. Under Default Script, optionally select a published script to load.
            5. (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.
            6. Outbound message channels only: Under Outbound SMS Number, select the appropriate SMS number to assign to the message channel.
            7. Click Save.

            Email channels

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

            • 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. Under Alerting Timeout (Seconds), enter the number of seconds for an alert to display before timing out.
            4. 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.
            5. (Optional) Under In-Queue Email Flow, select a previously defined Architect in-queue email flow to set as the standard behavior for the queue.
            6. (Optional) Under Default Script, select a published script to display for email interactions. 
            7. 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 thirty 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 thirty days.
                Note: If an agent owns a callback and is not available after the ownership period expires, the callback is removed from queue and is disconnected.
            6. Click Save.