SMS Queues

Overview

The SMS Queue is used to route incoming SMS messages to a designated group of agents.

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

You can access the SMS Queues section from the SMS 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 SMS 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 SMS queue

• Go to Realtime panel

Create SMS Queue

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

Open

• 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

 

Once created, the new SMS queue appears in the SMS queues list.

Edit a SMS Queue

Edit → Settings

To edit the SMS queue:

1. Go to the SMS 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 SMS 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