Queue timings
- XCALLY Knowledge (Unlicensed)
- Product Knowledge
On this page |
What’s about
To use timings, you have to enable multi-profile and timings features on the license. The Timings feature is available only on New Client Experience.
To use this kind of features on old installations, it's necessary to run the script below during the upgrade on the same machine you already use (to add rules to the proxy).
To update the NGINX configuration, run the following script (as root):
curl -u 'public:bs4#)W]h8+VK),RV' --silent --location https://repository.xenialab.com/repository/provisioning/Scripts/motionV3_nginx_update_for_x_client | bash
This script must be launched if you installed the server before Thursday, July 27, 2023.
To avoid issues, we recommend launching the script while agents and users are not logged in to the system and consider that, by running it, a new NGINX configuration file will be installed while the old client configuration file will be saved as a backup at the path indicated in the script. Any custom changes made by the user will not be automatically carried over.
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
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
Timing Creation
Timing is created on a single agent. You can go on Staff section → Queue Timings and then click on +Add timing
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 your name on the text field or clicking on lines icon to enable an alphabetical order filter or internal number)
In this way, on queues tab, you can see profiles and relative queues and then you can set:
Timing Name
Timezone
Start and end date
Start and end time: you can use the time picker to select the hour (also indicating the exact minutes, moving the bar)
This is a daily indication, so if you insert from 01/11/2023 to 10/11/2023 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.Weekdays when timing is active (by default all weekdays are selected, you can unselect days on which you don’t want to apply timing).
You need to select at least one day of the week, otherwise, a warning appears
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.)
By default all queues are enabled; if you want to disable some queues on certain profiles you can click on the standby checkbox: during the configured timing the agent will not receive interactions on selected queues).
Moreover, for voice queues, it’s possible to indicate a timing penalty. If for example, you modify the penalty (Profile1 - Technology timing penalty 1) you can see the highlighted change between the profile penalty and the inserted timing penalty (0 → 2).
Finally the icon is used to reset, so to restore the situation as it was in the profile (for example, the queue will not be on standby or the timing penalty will be reset)
List of Queue Timings
On Queue Timings section you can see the list of created timings:
You can choose to enable/disable a timing and on the status column, you will see a green checkbox when the timing is active in the indicated day/time range.
With the pencil icon, you can modify the timing, while with the bin icon you can delete it.
If you try to delete an active timing, a dialogue prompt appears to warn about it
Agent View
Based on created timings, the agent will see on own dashboard queues. When timings start, the relative queue will not be visible in queues section: