/
How to create a digital channel queue

How to create a digital channel queue

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

image-20240829-122614.png

  • 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