Chat Queues
- Valerio Ciotta
- XCALLY Knowledge (Unlicensed)
What is a Chat Queue?
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A chat queue is a way to route incoming chats to a group of agents.
For every chat session request coming from a configured Chat Website, the Agent belonging to the Chat Queue will be notified: if the chat is accepted, the system will open a specific Tab showing the new chat session on the Agent Desktop.
The Chat Queues Section
In the Chat Queues Section you will find the existing Chat Queues:
Click on 
of one queue to show the command menu:
in order to Edit or Delete it.
To Delete or to Export in CSV one more queues you can select them and the related function icons 
will appear on the right of the upper bar.
Create a Chat Queue
To create a new Chat Queue click the button 
:
Enter the Chat Queue details:
- Name
- Strategy
- 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 chats are routed to the agents belonging to a queue. You can select one of the following strategies:
- Beepall: delivers the chat to all the agents until one answers
- RR Memory: tries to deliver the chat to the next agent in the list after the one engaged last time
The chosen strategy can be changed in the Edit Queue form
Edit/Modify a Chat Queue
Edit the Chat Queue to change the following:
- 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 Chat Queue
In order to add Agents or Teams to a Chat Queue Edit the Queue and click on 
or use the command menu functions:
and choose the agents to add:
Remember this operation applies immediately