V3 Chat Queues

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Last updated: Aug 29, 2024 by Product Knowledge
2 min read

 

What is a Chat Queue?

  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.

The Chat Queues Section

In the Chat Queues Section you will find the existing Chat Queues:

Click on of one queue to show the command menu:

in order to Edit or Delete it.

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/Modify 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)

 

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:

and choose the agents to add:

Remember this operation applies immediately

Chat Queues on New Experience

AVAILABLE FROM VERSION 3.39.0

If you enable New Client Experience, you can view 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