Chat Queues

Owned by Valerio Ciotta
Last updated: May 03, 2022 by XCALLY Knowledge (Unlicensed)


What is a Chat Queue?


  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.


On this page:


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