Queues Groups

Keywords

First of all, you need to know what is meant by:

• Penalty: you can define Agent Penalty to set his priority in the queue (< penalty value means > priority in receiving interactions). Penalty make the algorithm understand the order in which agents are to be contacted.
  Agent1 with Penalty1 has priority on Agent2 with Penalty3

• Priority: numeric value from 1 to 10 used to determine the assignment of incoming calls. In fact Queue Priority lets the system know to which queues the calls should be routed first. (> value means > priority in receiving interactions)

• Timeout (that in this case works as add after): numeric value representing the seconds after which agents in a certain voice queue are added to the list of agents available to handle incoming calls to a specific inbound route (e.g. at the beginning 0'' calls are assigned to Queue1, after 30'' timeout the system adds to the list also agents of Queue2)

• Inbound Route configurable in XCALLY by associating a public phone number to make e.g. the contact center reachable by voice calls. It’s possible to add more Voice Queues (with relative list of agents with skills to manage the customer) on a single route

If supervisor reaches the required SLA on Team1 and not on Team2, he has to increase the priority at inbound route level in order to pass calls to a certain team first (in this case Team2).
Therefore by giving priority to a queue at inbound route level (in case of ring all strategy), calls pass first from the indicated inbound route with higher priority.

To assign priority, supervisor should enter on each queue. To simplify this operation, it’s possible to use Queue Groups.

Queue Groups configuration

Queue groups are the feature that allows to set a priority to several queues at global level.

When calculating priority, the priorities of the different queues are added to the priority entered at queue group level.

• To create a new Queue Group, you can click on Voice → Queue Groups option and choose +Add group

On info tab, you can indicate Queue Group Name:

• on Queues tab you can click on + button to enter which queues belong to:

• Of each selected queue you can specify relative priority and timeout

It’s also possible to select multiple queues simultaneously with multiselect option (if you insert a priority or timeout it will be applied to all selected queues)

• Finally on Routes tab you can view all internal/inbound routes associated to the specific queue group

• So when a route will be associated to this queue group, based on the set timeout, the system will call agents in the queue to be executed + agents in the queues previously contacted without reply. (E.g. system calls before Agents in Support Queue → after 15'' without reply it calls Agents in Sales Queue + Agents in Support Queue)

If two agents (one belonging to Support and one belonging to Sales) are available at the same time, the call is received by the agent belonging to the queue with higher priority.

Edit Priority and Timeout

If you need to modify a created queue group, you can edit priority or timeout by clicking on relative button in priority/timeout area and the Save

Configure Route with Queue Group Application

• After creating Queue Group, you can configure route (inbound or internal). The same queue group can be associated to different routes.
  On Dialplan Actions, you can add Queue Group Application

Example of Global Priority

Scenario

If supervisor notices that fewer calls are coming in on 021234 route, he can decide to increase group priority of QG2, so route with the higher global priority receives calls first (and queue group priority works like a “multiplier” for queues below which sums queue priority+global priority).

Agent’s priority for simultaneous presence on multiple queues