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What’s about
To enable the Agents to manage interactions for an Openchannel Account, they need to be part of a specific Queue associated to the Account.
Let’s see how to:
Create (and edit) a Queue
Add Agents/Teams to the Queue
Associate the Queue to a specific Account
Create a new Queue
To create a new queue, go to the Open Channel Queues section and click on the add Button:
Fill the fields and then Add the OC Queue:
Name: Enter the Queue name
Strategy: Choose between Beepall or RRMemory
Agent Timeout: timeout in seconds for waiting the agent to accept the interaction on the queue
Description: optional field
Edit a Open Channel Queue
Edit the Chat Queue to change the following:
Strategy
Agent Timeout in seconds (i.e. the time in seconds the incoming interaction is notified to the Agent)
Description (optional)
In Disposition tab it’s possible to configure dispositions (1st, 2nd, 3rd level) specific for the selected open channel queue. So only agents managing this queue will view these dispositions and it will be possible to ensure that only the most relevant Dispositions are shown depending on the interaction’s origin and context.
You can also delete the queue:
From the list of Queues, select the Queue and click on the
button and choose Delete Open Channel Queue
Add Agents/Teams to Queues
In order to let Agents be part of a Queue, it is necessary to add Agents/Teams to the queue:
Go to the Open Channel Queues section
Select the Queue and click on the
button:
Choose Add Agent to Queue and choose the Agents to add (Remember that all changes are immediately effective):
Choose Add Team to Queue and choose the Teams to add:
Associate a Queue to an Account
To let Agents manage the interaction for an Openchannel account, the Queue the Agents are part of must be associated to a specific Account.
Go to the Open Channel Accounts section
Select the Account and click on the
button to Edit it:
In the Actions section, drag and drop Queue from the Applications List:
Select the Queue to associate to the Account and set the Timeout:
The Agents are now able to manage Account incoming interactions!
Open Channel queues on New Client Experience
If you enable New Client Experience, you can view this visualisation, with the list of created queues:
you can:
search for a specific queue
clear all filters
manage columns, by selecting or not them
activate the advanced search for each field
create a new queue, by clicking on Add and indicate the relative name, strategy, agent timeout
By editing a created queue you can change inserted settings or, starting from version 3.51.0, create/manage dispositions of this channel
