Add a queue variable


Queues are the “waiting line” of interactions. In Architect, a queue expression routes a work item to an eligible queue. Queues are established and configured by the PureCloud administrator.

Add a queue variable to a task sequence

In a task sequence, you can add a queue variable to an Update Data data action. For example, to send a call to senior technical support or a specialized marketing team.

  1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
  2. On the Update Data design form, in the Name field add a meaningful name to describe the item.
  3. Click the Add update statement button and select Queue.
  4. In the Variable Name field, type the label to identify the variable on tasks.
  5. In the Value To Assign field, do one of the following:
    • To set the queue from literal mode, select the appropriate queue from the drop-down list.
    • To set the queue using an expression, click the expression button and do one of the following:
      • Add the expression inline.
      • Click the Edit Expression button to open the Edit Expression Editor and build your expression.
  6. To optionally add another variable, click the Add update statement button.