Queue management: Create and edit a queue

Updated 3 days ago by Jane

What is a queue in Call center?--> The strict definition of a call queue is that it’s where callers are placed on hold, in a queue, while they wait to speak with a live agent.

To create queues in Wallboard, follow the steps below.

Go to Wallboard > Queue management > Create Queue > Enter queue details > Assign extension to queue > Set ring mode > Save

  1. Create Queue

  1. Give your queue a name/label
  1. Configure your queue

Click the 3 dot icon at the right corner > Settings

  • Queue information
    • Queue priority: the priority of queues, determine which call is assigned to agents if they have several incoming call at the same time.
      • Default Priority is 0 (highest).
      • The value can be in the range 0<x<99
      • Example: One agent is under 2 queues, Sales and Support; priority is 0 and 1. Both 2 queues receive incoming calls at the same time. Wallboard will assign the Sales call (higher priority) to the agent first.
    • Queue label: the name of the queue
    • Queue code: the code used in case of transfer.
      • Syntax: ##2_queue_code
      • For example, a call supposed to reach queue luk 101 but mistakenly went to luk 102. The agent picking up that call can transfer the call to luk 101 by pressing ##21122.

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