V3 SMS Queues

What’s about

An SMS Queue is a way to route incoming SMS to a group of agents.

For every SMS interaction request coming from a configured SMS Accounts the Agents belonging to the SMS Queue will be notified: when the SMS is accepted, the system will open a specific Tab on the Agent Desktop, showing the actual SMS and all the following SMS belonging to the same interaction or conversation. 

The SMS Queues Section

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

Open

Click on to show the command menu to Edit or Delete it, and to add/remove Agents/Teams to the SMS 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.

Create an SMS Queue

To create a new SMS Queue click the button  :

Open

 

Enter the SMS 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 SMS are routed to the agents belonging to a queue. You can select one of the following strategies:

• Beepall: delivers the SMS to all the agents until one answers

• RR Memory: tries to deliver the SMS to the next agent in the list after the one engaged last time

Once created, a SMS Queue strategy can be changed in the Edit Queue form

Edit/Modify a SMS Queue

Edit the SMS 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 a SMS Queue

To add Agents or Teams to a SMS Queue Edit the Queue and click on  (or use the command menu functions) and choose the agents to add:

SMS 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