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1. Description

...

Use the "Add" button to create a new queue (Fig.1(1)).  After clicking on it, the modal window "New queue" (Fig.2) opens.  The following types of queues are available:

  • Offline queue - a list of members who need to be called back manually, for example, the member who did not wait in line and selects the option to call back;
  • Inbound queue - callers are waiting in line to speak to an agent. For example, a hotline;
  • Outbound IVR queue - call members without the involvement of an agent. Allows an organization to automatically engage customers by making automated voice calls using pre-recorded files or speech synthesis and recognition technologies;
Info

IVR (Interactive Voice Response), interactive voice menu - a system of pre-recorded voice messages that routers call within the call center using the information entered by the members on the telephone keypad using touch-tone dialing.

  • Preview dialer - the main task is to select a member and show information about him to the agent. The initiator of the call is the agents;
  • Progressive dialer - outbound campaign with agent reservation. Simultaneous dialing to the members and agent;
Info

The dialer can make a call to one member per agent and make a call to several members per agent. The call is dropped when the dialer has reached the member, but there is no free agent.

  • Predictive dialer - outgoing campaign without prior reservation of the agent to minimize the call waiting time. The dialer determines how many members need to be dialed to receive an answer, connect with the agent, and reduce the agent's waiting time. It maximizes agents' load by minimizing the waiting time for an agent to communicate with a member. In the case when the dialer has reached the member, but there is no free agent, then members who could not be connected to an agent remain to wait in line(queue);
  • Chat inbound queue - the same as "Inbound queue" but with chats;
  • Inbound task queue - incoming queue with tasks. Task - any entity that can be distributed according to the rules of the agent;
  • Outbound task queue - outbound queue with tasks. Task - any entity that can be distributed according to the rules of the agent.

After selecting a queue type and pressing the "Create" button, the "General" detail of the selected queue opens.

...

The queue type is displayed. Queues are  of the following types:

  • Offline queue;
  • Inbound queue;
  • Outbound IVR queue;
  • Preview dialer;
  • Progressive dialer;
  • Predictive dialer;
  • Chat inbound queue; 
  • Inbound task queue;
  • Outbound task queue.

The description of the queues is in clause 1.1.

...

Goal

Delete a queue

Preconditions
  1. Access to the Admin application;
  2. Access to the "Queues" section in the Admin application;
  3. Permission to select and delete in the "Queues" section;
  4. The presence of at least one queue.

Steps


  1. Find the queue you want to delete in the registry entries;
  2. Click on the delete button - . A modal window opens to confirm the deletion;
  3. Click the "Delete" button.

Result

The modal window closes. The queue has been removed.

2.3. Delete several queues

Goal

Delete several queues

Preconditions
  1. Access to the Admin application;
  2. Access to the "Queues" section in the Admin application;
  3. Permission to select and delete in the "Queues" section;
  4. The presence of at least one queue.

Steps


  1. Find the queues you want to delete in the registry entries. Select them using the checkbox;
  2. Click on the delete button at the top of the registry. A modal window opens to confirm the deletion.
  3. Click the "Delete" button.

Result

The modal window closes. The queues has been removed.

2.4. Edit a queue

Goal

Edit a queue

Preconditions
  1. Access to the Admin application;
  2. Access to the "Queues" section in the Admin application;
  3. Permission to edit in the "Queues" section;
  4. The presence of at least one queue.

Steps


  1. Find the queue you want to edit in the registry entries.
  2. Click on the edit button in the entry of this queue. The "General" page opens.
  3. Open the page you need.
  4. Make changes.
  5. Click the "Save" button.

Result

Data saved.

2.5. Enable/disable queue

Goal

Enable a queue

Preconditions
  1. Access to the Admin application;
  2. Access to the "Queues" section in the Admin application;
  3. Permission to select in the "Queues" section;
  4. The presence of at least one queue.

Steps


  1. Find the queue you want to enable in the registry entries.
  2. Move the switch in the "Status" column to the active position.

Result

The queue is enabled

2.6. View information about members of a queue

Goal

View information about members of a queue

Preconditions
  1. Access to the Admin application;
  2. Access to the "Queues" section in the Admin application;
  3. Permission to select in the "Queues" section;
  4. The presence of at least one queue.

Steps


  1. Find the queue in the register of entries whose members you want to view or configure.
  2. Click on the button Image Added.

Result

The "Members" page of the selected queue opens.

3. Additional materials

3.1. Instructions

3.1.1. Create a predictive dialer