Open Channel Queues

Overview

The Open Channel Queue is used to route incoming messages from custom channels—such as Facebook, Telegram, Instagram, and others—to a designated group of Agents.

This allows XCALLY Motion to handle external communication platforms through a unified routing and interaction management system, just like with voice, email, or chat channels.

For each incoming message received through a configured Account, the agents assigned to the corresponding Queue will be notified. When an agent accepts the interaction, the system opens a dedicated tab on the Agent Desktop, displaying the entire conversation.

You can access the Open Channel Queues section from the Open Channel menu in the main navigation panel.

In the section, you can easily search, filter, and sort to quickly find and manage the queues you need.

Open

Clicking the three dots button (⋮) next to the queue, you can:

• Edit the Open Channel queue settings

• Add teams to the queue (or remove them)

• Add agents to the queue (or remove them)

• Add profile to the queue

• Delete the Open Channel queue

• Go to Realtime panel

Create an Open Channel Queue

Once created, the new Open Channel queue appears in the Open Channel queues list.

Edit an Open Channel Queue

Edit → Settings

To edit the Open Channel queue:

1. Go to the Open Channel Queues list.

2. Locate the queue you want to edit (you can use the search box in the top-right corner to filter the list).

3. Click the three dots button (⋮) next to the queue to display the menu with available actions.

4. Select Edit Open Channel Queue.

5. Modify the settings of interest. You can edit the following parameters:

   • Strategy

   • Agent Timeout

   • Weight FROM VERSION 3.60.0  

   • Description

6. Click the SAVE button located at the top-right corner of the web interface to confirm changes.

Edit → Dispositions

FROM VERSION 3.51.0

On dispositions tab of a channel queue, you can configure dispositions (1st, 2nd, 3rd level) specific for the selected queue

Explore documentation about how to create and manage dispositions specific for queues

Add Agents

On the New Client Experience, the Agents assignment can be performed in three ways Explore documentation about How to associate Agents to Queues

Add Teams

On the New Client Experience, the Teams assignment can be performed in two ways Explore documentation about How to associate Teams to Queues

Add Profiles

On the New Client Experience, the Agent Profiles assignment to queues can be performed in two ways Explore documentation about How to associate Profiles to Queues