Queue management: Create and edit a queue
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
- Create Queue
- Give your queue a name/label
- Configure your queue
Click the 3 dot icon at the right corner > Settings
- Configure queue information (below)
- Manage agent
- Set up in queue message
- Set up capability of the queue (action events)
- Set up dial plan
- Set up post-call survey
- 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.
- Queue priority: the priority of queues, determine which call is assigned to agents if they have several incoming call at the same time.
- Other info
- Priority of the queue
- Assigned agent: the agent(s) that is(are) assigned to the queue.
- Disposition code: the tag of a call.
- Answer script: the script appears on the pop up when agent receives a call.
