V3 Email Queues
- XCALLY Knowledge (Unlicensed)
- Product Knowledge
What’s about
An Email Queue is a way to route incoming emails to a group of agents.
For every email interaction request coming from a configured Email Account the Agents belonging to the Email Queue will be notified: if the email is accepted, the system will open a specific Tab showing the email thread (namely, the list of interactions belonging to the same conversation) on the Agent Desktop.
The Email Queues Section
In the Email Queues Section you will find the existing Email Queues:
Click on of one queue to show the command menu to Edit or Delete it. You can also add one or many agents to the Email Queue.
To Delete or to Export in CSV one more queue you can select them and the related function icons will appear on the right of the upper bar.
Go to Realtime Mail Queue and open the Realtime environment.
Create an Email Queue
To create a new Email Queue click the button :
Enter the Email Queue details:
Name
Strategy (Beepall/RRMemory)
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 emails are routed to the agents belonging to a queue. You can select one of the following strategies:
Beepall: delivers the mail to all the agents until one answers
RR Memory: tries to deliver the mail to the next agent in the list after the one engaged last time
Once created, an Email Queue strategy can be changed in the Edit Queue form
Edit/Modify an Email Queue
Edit the Email Queue to change the following Settings:
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 an Email Queue
To add Agents or Teams to an Email Queue Edit the Queue and click on or use the command menu functions and choose the agents to add:
Remember, this operation applies immediately
Email queues on New Client Experience
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