Open Channel Queues

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:

Open

• Fill the fields and then Add the OC Queue:

Open

 

• 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/Delete Queues

You can edit a queue in order to change the Strategy or Timeout set during creation:

• From the list of Queues, select the Queue and click on the button and choose Edit Open Channel Queue

You can 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

AVAILABLE FROM VERSION 3.44.0

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