1. Description

The page is intended for creating and configuring queues.

It consists of the following elements:

1. Creation tool (Fig.1(1));

2. Filter block (Fig.1(2));

3. Search field (Fig.1(3));

4. Refresh button (Fig.1(4));

5. Registry (Fig.1(5));

6. Pagination (Fig.1(6)).

Open

Fig. 1. Queues page

1.1. Creation tool

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

• Offline queue - the list of Members who need to be called back manually, for example, the Member who selects the option to call back;

• Inbound queue - callers are waiting in the Queue to speak to an Agent. For example, a hotline;

• Outbound IVR queue - call Members without the involvement of an Agent. Allows organizing automatical engagement with 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 Agent;

• Progressive dialer - outbound campaign with Agent reservation. Simultaneous dialing to the Members and Agent;

• Predictive dialer -  an 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 an Agent, and reduce the agent's waiting time. It maximizes agents' load by minimizing the waiting time for the Agent to communicate with the 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 the Agent remain to wait in the 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 to the agent according to the specified rules;

• Outbound task queue - outbound queue with tasks. The schemes are used to perform Task.

After selecting a queue type and clicking the Create button, the General tab of the selected queue opens.

Open

Fig. 2. New queue modal window 

1.2. Filter block

It is designed to filter the data displayed in the registry entries. Contains:

1. Filtering fields (Fig.3(1));

2. Reset filters button (Fig.3(2));

3. Expand filters button (Fig.3(3)).

Fig. 3. Filter block

1.2.1. Filtering fields

Available fields for filtering:

• Tegs;

• Team;

• Queue Type.

1.2.2. Reset filters button

1.2.3. Expand filters button

1.3. Search field

The search is performed on the Name column.

1.4. Refresh button

(Fig.1 (3)).

1.5. Registry

The registry is a list of entries of existing objects in this section, each of which consists of a set of fields:

1. Checkbox;

2. Name;

3. Type;

4. Active calls;
   
   

5. Waiting;

6. Priority;

7. Team;

8. Tags;

9. State;

10. Members tool;

11. Editing tool;

12. Removal tool.

1.5.1. Checkbox

Use to select one or more entries. An additional removal tool appears after selecting one or more entries. Information about the number of records selected for deletion appears when you hover over this tool.

1.5.2. Name

The queue names are displayed here.

1.5.3. Type

The queue type is displayed. Queues can be 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.

1.5.4. Active

Displays the number of calls being serviced. Click the refresh button (Fig.1 (3)) to refresh the data.

1.5.5. Waiting

The number of subscribers that still need to be called is displayed.

1.5.6. Priority

Displays the queue priority. The higher the number, the higher the priority.

1.5.7. Team

The team that works with this queue is displayed here. Any qualified (by skill) available agent will be chosen if no team is selected,

Clicking on a team's name opens that team's General page.

1.5.8. Tags

Queue tags are displayed here.

1.5.9. State

A switch that is responsible for enabling and disabling the queue by the position:

 - the queue is enabled;

 - the queue is disabled.

1.5.10. Members tool

It is designed to configure members in the queue. When you click on the button, the Members page that belongs to this queue opens.

1.5.11. Editing tool

1.5.12. Removal tool

Fig. 3.  Modal confirmation window

1.6. Pagination

2. Opportunities

2.1. Create a new queue

2.2. Delete a queue

2.3. Delete several queues

2.4. Edit a queue

2.5. Enable/disable queue

2.6. View information about members of a queue

3. Additional materials

3.1. Instructions

3.1.1. Create a predictive dialer