Queue Manager
XCALLY section | Plugins → Queue Manager |
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Overview
Queue Manager is an installable plugin on the XCALLY server that allows agents to select which queue or phone service they want to log into.
This gives agents greater autonomy in managing their inbound and outbound campaigns, while reducing the workload for Supervisors and Administrators, who only need to define access rules for the services.
As a result, agents can decide which services to make themselves available for—either at login or during their ongoing operations.
Please note that a dedicated license is required to use the Queue Manager plugin. For further details, refer to the price list or contact your sales account.
Benefits and target markets
Management of agents based on current traffic status of queues or services.
Autonomy of agents in managing outbound and inbound campaigns.
Setting of access rules to queues/services
Better management of queue/service traffic for a better customer experience
Queue manager can be a very useful feature, applicable to different examples of target markets:
FINANCIAL INSTITUTIONS | UTILITIES |
To manage queues for diverse services such as loans, credit cards, or customer support. Reduce wait times during high-demand periods (e.g., tax season, market fluctuations). Ensure secure handling of sensitive information by defining strict access rules | To efficiently manage high call volumes during service outages or billing cycles. Allow agents to switch between inbound support and outbound notifications (e.g., payment reminders). Maintain control over access to sensitive service queues for compliance. |
HEALTH CARE | E-COMMERCE |
To enable dynamic queue allocation for appointment scheduling, test results, or emergency queries. Improve patient experience with faster service during critical times. Allow agents to prioritize urgent cases based on real-time queue traffic | To optimize agent availability during peak shopping times or seasonal sales. Quickly adapt queues for specific campaigns, such as promotions or flash sales. Improve customer satisfaction with faster responses to inquiries and complaints. |
Why choose queue manager?
Enhanced autonomy for Agents: Empower your agents to choose which queue or phone service to log onto, allowing them to manage inbound and outbound campaigns more efficiently without needing constant supervision;
Simplified management for Supervisors: With Queue Manager, Supervisors and Administrators can easily set access rules for services and queues, streamlining traffic management without the need for complex oversight;
Improved traffic management and CX: By managing traffic, Queue Manager ensures smoother operations and ultimately a better, more responsive experience for customers.
Installation
To install the plugin:
Upload the Queue Manager zip archive through the admin interface on XCALLY Motion V3, from the AppZone → Plugins section.
After the upload is complete, you can find the Queue Manager plugin row. Click on the three dots button menu and select Install plugin.
The Queue Manager plugin is now installed, and you can find it under the Plugins Menu.
In the Settings tab you can define configuration parameters related to XCALLY Motion server (Host) and Database:
Host
Name
Port
Username
Password
In the Queue Manager tab you can define agents and queues associations as described in the below paragraph.
Remember to restart the plugin from the AppZone → Plugins section after saving the configuration
How it works
Navigate to Plugins → Queue Manager.
Under the Queue Manager tab, select Channel, Queues, or Agents.
Available agents and queues are displayed per channel in a dropdown list and filtered according to the user’s permissions.
A search box is available to filter by item name for quicker access.
Administrators and Supervisors can define how agents are associated with queues in three different modes:
Fixed: the agent is permanently assigned to the service and cannot log out.
Managed: the agent can autonomously log in and log out of the service.
Temporary: the agent is temporarily associated to a service by an Admin/Supervisor. Once the agent logs out, the association is removed and cannot be reestablished without administrator action.
When you click on a Queue or Agent of interest, the Agent–Queue Association popup will appear. From here, you can configure the association with the following options:
Lock: select this option to assign the agent to a queue where logout is not allowed.
Login: enable this option to allow the agent to log in and log out of the queue at will.
Penalty (Voice channel only): assign a penalty level to prioritize or deprioritize the agent in the queue.
Click Add to confirm and save the association.
In the Queue Manager table, queue associations are color-coded for quick identification:
Green (Managed Queues) → the agent can autonomously log in and log out.
Red (Locked Queues) → the agent cannot log out; association is permanent.
Yellow (Temporary Services) → the agent is temporarily associated. Once logged out, the agent cannot rejoin without admin/supervisor intervention.
Additionally, all columns in the table are filterable by their respective fields (e.g., agent name, queue name, channel, status), allowing for faster navigation and targeted searches.
For each agent–queue association row, you can perform the following actions:
Login/Logout the agent from the selected queue.
Lock/Unlock the row to enforce or remove restrictions on the agent’s access.
Delete the row to permanently remove the association.
If the you choose to delete an association, an additional option is available to force the agent to log out from the queue (if currently logged in).
If this option is enabled, the agent is immediately logged out and the association is removed.
If this option is not enabled, the row turns yellow, indicating a temporary association. In this case, when the agent logs out from the queue, they will not be able to log back in autonomously.
Agent experience
The plugin is available to agents on the left menu of the XCALLY Omni-desktop interface.
From the Queue Manager Plugin section, agents can manage their green queues autonomously.
If an agent disables a green queue, they are logged out from that specific queue.
Agents cannot log out from red queues (locked).
For yellow queues (temporary), if an agent logs out, they will not be able to log back in autonomously
Troubleshooting
If the plugin is not working, you can check whether it is active.
Navigate to Settings → System → Processes and verify in the list if the plugin is running (ONLINE label).
If not, go to App Zone → Plugins, open the plugin list, click the three-dots menu of the specific plugin, select Uninstall plugin, and then Install plugin again.
Please note that uninstalling only stops the processes; it does not remove the plugin itself, so all previously entered configurations are preserved.