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!