Chat Queues

A Chat Queue in XCALLY Motion V3 is a mechanism that routes incoming chat sessions to a designated group of agents. When a chat request is initiated from a configured Chat Website, the system notifies the agents associated with the relevant queue. Upon acceptance, the chat session is displayed in a dedicated tab on the agent's desktop interface.

Navigate to Chat > Chat Queues to view and manage existing chat queues.

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

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To create a new queue of a digital channel, you can click on Add button and fill in the following details:

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• Name: specify a unique name for the queue.

• Strategy: choose a routing strategy:

  • Beepall: Delivers the interaction to all agents until one responds.

  • RR Memory: Routes the interaction to the next agent in the list after the one engaged last time.

  • FROM VERSION 3.60.0 on new experience Least recent: Routes the interaction to the agent who was least recently notified by this queue

The routing strategy can be modified later in the Edit Queue form

• FROM VERSION 3.60.0 on new experience Weight: each queue is assigned a weight that represents its priority level. A higher weight means higher priority. it is configurable with a range value from 0 (default) to 10 and it is a cross channel weight

• Agent Timeout: define the time (in seconds) before the incoming interaction is notified to the agent.

• Description (optional): provide additional context or information about the queue.

Discover how to configure queue settings with the routing model from version 3.60.0

 

To manage an existing queue:

1. Click on the three-dot menu next to the queue.

2. Select from options such as:

• edit the queue: modify queue details, Settings and Dispositions

• associate teams: link teams to the queue.

• associate agents: link agents to the queue.

• associate profiles: link profiles to the queue.

• view realtime: monitor live queue activity.

• delete the chat queue

Select multiple queues to delete or export them as a CSV file using the buttons in the upper-right toolbar.

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When you edit a queue, you can change the below general settings:

• Strategy

• FROM VERSION 3.60.0 Weight

• Agent Timeout

• Description 

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

The Agents assignment can be performed in three ways → Explore documentation about How to associate Agents to Queues

The Teams assignment can be performed in two ways → Explore documentation about How to associate Teams to Queues

You can assign Agent Profiles to queues in two ways → Explore documentation about How to associate Profiles to Queues