Edit or delete 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.

Admins can manage queues for the entire organization, including edit voice, chat, and email behavior and threshold levels, add or delete members in a queue, add or delete wrap-up codes, and modify routing settings.

  1. Click Admin.
  2. Under Contact Center, click Queues. The Manage Queues page opens.
  3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
  4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the Settings tab.
  5. Edit the queue name as necessary.
  6. Click Save.

Note: PureCloud uses a queue’s routing and evaluation methods to determine how to match interactions and agents. For more information about these methods, see ACD routing and evaluation methods.

  1. Click Admin.
  2. Under Contact Center, click Queues. The Manage Queues page opens.
  3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
  4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the Settings tab.
  5. To edit after call work settings, click the arrow at the end of the After Call Work list and select whether after call work is:
    • Optional. This option allows the agent to opt out of submitting wrap-up after a call.
    • Mandatory, Discretionary. This option requires the agent to provide wrap-up and allows the agent an unspecified amount of time to submit it.
    • Mandatory, Time-boxed. This option requires the agent to provide wrap-up and limits the amount of time to submit it before making the agent available to receive calls.
    • Mandatory, Time-boxed no early exit. This option requires the agent to provide wrap-up within a specified amount of time and ensures that the agent will not receive another call until the time period expires. This feature might be used to give the agent a “cool down” period between calls.
  6. If you selected Mandatory, Time-boxed or Mandatory, Time-boxed no early exit, select the number (in seconds) to wait before the agent can receive additional calls.
  7. In the Evaluation Method area, select the method by which to match interactions and agents:
    • All Skills Matching—matches the interaction to the first available agent who has all requested skills. If no agent with all skills is available, the call waits until an agent with all skills becomes available.
    • Best Available Skills—for the first 100 available agents in the queue, averages the agents’ skill rating for the requested skills.  If no agents are available with any of the requested skills, then the call waits until an agent with all of the skills becomes available.
    • Disregard Skills, Next Agent—match an interaction to the next available agent, disregarding skill requirements.
  8. Under Routing Method, optionally select Standard ACD or Bullseye.
  9. If you selected Bullseye routing, optionally do the following:
    • To add a ring, click the + button below the last ring and configure, if available, the number of seconds to wait before passing the call to the next consecutive ring, and one or more skills to remove from the selected agent or agents if the exact target is not available to receive the interaction. 
    • To delete a skill selected to remove from the selected agent or agents, click the x at the end of the corresponding skill.
    • To add a skill to an existing ring, in the ring’s Skills to remove text box type the name of the skill to remove from the selected agent or agents if the exact target is not available to receive the interaction.
    • To remove a ring configured in Bullseye configuration, click the x at the end of the corresponding ring to delete.
      Note: When you delete a ring, be sure to review member ring assignments to ensure that you do not delete a ring to which a member was assigned.
  1. Click Save. The system displays a message, reminding you to review the ring assignments.

  1. Click Admin.
  2. Under Contact Center, click Queues. The Manage Queues page opens.
  3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
  4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the Settings tab.
  5. Click the Members tab and do one of the following:
    • To remove a member, click the corresponding Delete button next to the member’s name and in the Are you sure? dialog box, click Yes.
    • To add additional members, in the Select new members box begin typing the member name, select the appropriate matches from the results, and click the + button.
    • To add members according to group membership, role, reports to, or location, select the Advanced link, choose the parameter by which to add members, begin typing the category, select appropriate matches from the list, and click Save. For more information, see Add multiple members to the queue.
    • To edit a member’s bullseye routing ring assignment, click the arrow at the end of the corresponding Ring Number list and select the new ring.

Note: This feature is only available for the bullseye routing configuration method.

  1. Click Done editing.

  1. Click Admin.
  2. Under Contact Center, click Queues. The Manage Queues page opens.
  3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
  4. In the queue's Name area, click Edit Queue. The queue configuration opens to the Settings tab.
  5. In the Wrap-up Codes area, click edit.
  6. To add a new wrap-up code, begin typing the code in the blank text box at the bottom of the Wrap-up Codes area and then select the appropriate matches from the results.
  7. To remove a wrap-up code, click the corresponding x next to the wrap-up code and then click Save.
  8. Click Done editing.

 

  1. Click Admin.
  2. Under Contact Center, click Queues. The Manage Queues page opens.
  3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
  4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the Settings tab.
  5. Click the Voice  tab and optionally do any of the following:
    • Edit the service level (in percentages) and service level target (in seconds) thresholds.
    • Edit the caller ID display for outbound calls placed on behalf of this queue by updating the calling party name and calling party number.
      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.
    • Edit the Alerting Timeout (in seconds) before the unanswered interaction alerts the next available member in the queue.
    • Update the selected in-queue flow associated with the queue.
    • Update the selected default script associated with the queue.
  6. Click Save.

  1. Click Admin.
  2. Under Contact Center, click Queues. The Manage Queues page opens.
  3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
  4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the Settings tab.
  5. Select the Chat tab and optionally do any of the following:
    • Edit the service level (in percentages) and service level target (in seconds) thresholds.
    • Edit the Alerting Timeout (in seconds) before the unanswered interaction alerts the next available member in the queue.
    • Update the selected default script associated with the queue.
  6. Click Save.

  1. Click Admin.
  2. Under Contact Center, click Queues. The Manage Queues page opens.
  3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
  4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the Settings tab.
  5. Select the Message tab and optionally do any of the following:
    • Edit the service level (in percentages) and service level target (in seconds) thresholds.
    • Edit the Alerting Timeout (in seconds) before the unanswered interaction alerts the next available member in the queue.
    • Update the selected default script associated with the queue.
    • Select a new or change the existing outbound SMS number.
      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.
  6. Click Save.

  1. Click Admin.
  2. Under Contact Center, click Queues. The Manage Queues page opens.
  3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
  4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the Settings tab.
  5. Select the Email tab and optionally do any of the following:
    • Edit the service level (in percentages) and service level target (in seconds) thresholds.
    • Edit the Alerting Timeout (in seconds) before the unanswered interaction alerts the next available member in the queue
    • Update the selected default script associated with the queue. 
    • In the Outbound Email Address, specify which email address to use for emails sent from this queue.
  6. Click Save.

  1. Click Admin.
  2. Under Contact Center, click Queues. The Manage Queues page opens.
  3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
  4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the Settings tab.
  5. Select the Callback tab and optionally do any of the following:
    • Edit the service level (in percentages) and service level target (in seconds) thresholds.
    • Edit the Alerting Timeout (in seconds) before the unanswered interaction alerts the next available member in the queue.
  6. Click Save.

  1. Click Admin.
  2. Under Contact Center, click Queues. The Manage Queues page opens.
  3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
  4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the Settings tab.
  5. Select the Social Expression tab and optionally do any of the following:
    • Edit the service level (in percentages) and service level target (in seconds) thresholds.
    • Edit the Alerting Timeout (in seconds) before the unanswered interaction alerts the next available member in the queue.
  6. Click Save.

Note: After you delete a queue, you can still access historical reporting activity and listen to recordings for calls placed in the deleted queue.

  1. Click Admin.
  2. Under Contact Center, click Queues. The Manage Queues page opens.
  3. To search for the queue to delete, in the Search Queues text box begin typing the name of the queue and select the appropriate match from the results.
  4. Click More and from the menu that appears, click Delete Queue.
  5. In the Are you sure? dialog box, click Yes.