Queue timings

What’s about

If admin/supervisor wants the agent to work only on certain queues (e.g., because more calls are expected on certain days/times) it’s possible to use Timings feature.
In this way the agent can work only on specific queues, setting on standby other queues for that agent.
In this case the association of standby queues will be removed temporarily for that agent, which will be available to answer only on set queues for the time considered.

Scenario

Open

 

 

In this example Agent1 is associated on Profile1 to Voice Queue “Talk Now” and Mail Queue “Assistance”.
If more calls are expected on Voice Queue “Talk Now” on 24th November for Black Friday, it’s possible to create a timing with this day/time indication to force Agent1 to be available only for Voice Queue “Talk Now” on that specific time.
Mail Queue “Assistance” will be set on standby for that agent until the end of timing created.

Video Tutorial

Benefits

With XCALLY's Timings feature, you can schedule and manage agent profiles with precision, tailoring their availability based on specific dates, days, and times. This ensures your contact center operates at peak performance when it matters most, delivering exceptional service to your customers.
Feature benefits:

• Customized efficiency: tailor agent profiles to perfectly match your business rhythms, guaranteeing maximum productivity;

• Enhanced Customer Service: delight your customers with rapid responses during busy periods, thanks to intelligently prioritized queues;

• Simplified administration: streamline queue management by automating changes based on schedules, reducing administrative overhead.

Timing Creation

Timing must be created for a single agent. You can go on Staff section → Queue Timings and then click on Add

Open

First of all, you can choose to Enable/disable timing and then you have to select an agent (you can search for a specific agent by writing the name on the text field or browsing it from the list).

Then you can set:

• Timing Name

• Description

• Timezone

• Start and end date

• Start and end time

• This is a daily indication, so if you insert from 01/02/2025 to 01/03/2025 and from 10:00 to 13:00 it means that timing will be active in that date range every day from 10 a.m. to 1 p.m.

• If timing is related to a night time such as from 10 p.m. to 3 a.m., you can enter the same day as the start and end day (don't insert the following day otherwise timing would remain active also the next day from 10 p.m. to 3 a.m.)

• Week Days

 

After you click on Add, the timing is created and added in the list, as shown below.

You can click on the three dots to Edit it and define Queues per each channel.

By default all queues are enabled; if you want to disable some queues on a certain profile, you can click on the standby checkbox.

Moreover, for voice queues, it’s possible to set a timing penalty. You can see the penalty of the Profile and of the Timing:

List of Queue Timings

On Queue Timings section you can see the list of created timings:

You can see if the timing is enabled, if it is Active or Inactive (Status), the Start and End Date, the Start and End Time, the selected Week Days.

You can edit or delete the timing clicking on the three dots and selecting the action.

Agent View

Based on created timings, the agent will see his queues on the Dashboard.