1. Description

The page is intended for creating and configuring queues.

Consists of the following elements:

1. Creation tool (Fig.1(1));
2. Search field (Fig.1(2));
3. Refresh button (Fig.1(3));
4. Register (Fig.1(4));
5. Pagination (Fig.1(5)).

Fig. 1. "Queues" page

1.1. Creation tool

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;

• 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;

• Predictive dialer
• Chat inbound queue
• Inbound task queue
• Outbound task queue