Queues

Add a Queue

Add a queue with priority, offer timeout, wrap-up time, offer algorithm and agent priorities.

Last updated on August 29, 2023 at 9:15 PM

Queue Priorities

You can set a priority for your queues, so conversations are offered in the order you want.

Last updated on March 21, 2022 at 7:32 PM

Agent and Team Priority

You can set a priorities for agents in each queue. This way, you can route conversations to the most skilled agents first.

Last updated on August 29, 2023 at 9:32 PM

Offer Algorithm

Select how your incoming conversations are offered to agents for each queue.

Last updated on August 29, 2023 at 9:39 PM

Queue Alerts

You can set several thresholds for each queue. When a threshold is reached an alert will be sent to all online agents.

Last updated on June 28, 2024 at 7:19 AM

Default Queue

Select what queue should be the default queue for your organisation.

Last updated on March 14, 2023 at 10:29 AM

Abandoned conversation offers

Make sure no customer falls through the cracks by having abandoned calls and chats offered to agents.

Last updated on January 3, 2025 at 11:38 AM

Archive a queue

Last updated on December 30, 2024 at 11:01 AM

Last- & Preferred Agent

Last updated on December 30, 2024 at 12:18 PM

How conversation offers are prioritized

Last updated on December 17, 2024 at 1:56 PM