Here you can enter general information by the Queue.
Consists of fields (Fig.1):
Name;
Calendar;
Stop list;
Priority;
Strategy;
Team;
Pre-executive schema;
After-executive schema;
Grantee;
Description.
Fig. 1. General tab
1.1. Name
The name of the Queue is entered here.
1.2. Calendar
Here you can choose which Calendar the Queue runs on.
1.3.
Here you select a list of Members who will be automatically rejected - the blocklist.
When you click on theStop listfield, a drop-down list opens from which a choice is made. If the required list is not displayed, use theStop listfield to search.
Determine which Queue to service first. The higher the number, the higher the priority.
1.5.
The strategy of getting the Member into the Queue. Only applies to outbound Queues (Dilers), but does not affect inbound Queues and chats. There are the following strategies:
FIFO (First In First Out)- those members who are in the queue the longest are connected to the agent. When re-entering the queue, the member takes a position, taking into account the time of the repeated call;
LIFO (Last In First Out)- those members who have just entered the queue are connected to the agent (least time in queue). When re-entering the queue, the member takes a position, taking into account the time of the repeated call;
Strict FIFO (First In First Out)- first, there will be one attempt to connect all members from the queue with the agent, after which repeated attempts will be made. During repeated attempts, those members who are in the queue the longest are connected to the agent. When re-entering the queue, the member takes the last position.
1.6. Team
Here you can select a Team that will work with this Queue. If you do not select a Team, then any free Agent that matches the Skills will be chosen.
1.7.
Here you select which Flow schema will be worked out before dials start.
When you click on the Pre-executive schema field, a drop-down list opens from which the Flow is selected. If the required flow is not in the drop-down list, use the Pre-executive schema field as a search field.
How to create a new Flow schema can be found here.
1.8.
Here you select which Flow schema will be worked out after the end of the conversation.
When you click on the After-executive schema field, a drop-down list opens from which the Flow is selected. If the required Flow is not in the drop-down list, use the After-executive schema field as a search field.
How to create a new Flow schema can be found here.
1.9. Grantee
Calls from this Queue will automatically inherit the rights of this Role.
When you click on the Grantee field, a drop-down list opens from which the Role is selected. If the required Role is not in the drop-down list, use the field as a search field.
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