Open Channel Queues
- XCALLY Knowledge (Unlicensed)
- Product Knowledge
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/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
status: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
