V3 Chat Queues
- XCALLY Knowledge (Unlicensed)
- Product Knowledge
What’s about
A chat queue is a way to route incoming chats to a group of agents.
For every chat session request coming from a configured Chat Website, the Agent belonging to the Chat Queue will be notified: if the chat is accepted, the system will open a specific Tab showing the new chat session on the Agent Desktop.
In the Chat Queues Section you will find the existing Chat Queues:
Click on the three dots of one queue to see the command menu:
To Delete or to Export in CSV one more queues you can select them and the related function icons will appear on the right of the upper bar.
Create a Chat Queue
To create a new Chat Queue click the button
Enter the Chat Queue details:
Name
Strategy
Agent Timeout in seconds (i.e. the time in seconds the incoming interaction is notified to the Agent)
Description (optional)
Queue Strategy defines how incoming chats are routed to the agents belonging to a queue. You can select one of the following strategies:
Beepall: delivers the chat to all the agents until one answers
RR Memory: tries to deliver the chat to the next agent in the list after the one engaged last time
The chosen strategy can be changed in the Edit Queue form
Edit a Chat Queue
Edit the Chat Queue to change the following:
Strategy
Agent Timeout in seconds (i.e. the time in seconds the incoming interaction is notified to the Agent)
Description (optional)
FROM VERSION 3.51.0
In Disposition tab it’s possible to configure dispositions (1st, 2nd, 3rd level) specific for the selected chat queue. So only agents managing this queue will view these dispositions and it will be possible to ensure that only the most relevant Dispositions are shown depending on the interaction’s origin and context.
Add Agent/Team to a Chat Queue
In order to add Agents or Teams to a Chat Queue Edit the Queue and click on or use the command menu functions:
As second step, choose the agents/teams to add simply clicking on their name.
Remember this operation applies immediately
Chat Queues on New Experience
from VERSION 3.39.0
If you enable New Client Experience, you can see this visualisation, with the list of created chat queues:
From this menu, you can:
search for a specific queue
clear all filters
manage columns, by selecting or not them
Moreover by clicking on the button
you will reset the table with original columns
Moreover you can order elements in ascending or descending order, by clicking on arrows, while you can activate the advanced search for each field
ID | equals / not equals / less than / less than or equal to / greater than / greater than or equal to | numeric value |
Name | starts with / contains / not contains / ends with / equals / not equals | textual value |
Timeout | equals / not equals / less than / less than or equal to / greater than / greater than or equal to | numeric value |
Strategy | checkbox choice |
|
Created at | select range date from the calendar |
|
Updated at | select range date from the calendar |
|
Description | starts with / contains / not contains / ends with / equals / not equals | textual value |
To create a new chat queue, you can click on Add and indicate:
chat queue name
strategy (beepall or RR memory)
agent timeout in seconds
optional description
By clicking on 3 dots button of a chat queue, you can:
edit the queue, by changing name, strategy, agent timeout
associate teams, selecting them from the modal (example below)
associate agents, selecting them from the modal (example below)
associate profiles, selecting them from the modal (example below)
view realtime
delete the chat queue
To associate teams, agents or profiles to a chat queue you can click on an available one and click on:
to add the selected option
to add all the available elements
to remove the element from the right column
to remove all the selected elements
By editing a created queue you can change inserted settings or, starting from version 3.51.0, create/manage dispositions of this channel
