# Set Up Chat Queue

{% hint style="info" %}
If the Add button does not appear for a user, verify the user has a data access policy assigned to an OU that gives them queue create permissions. The same applies to the Edit or delete buttons.
{% endhint %}

1. Navigate to Queues & IVRs | Queues | Add Chat Queue.
2. [Set up Chat Link](/setup/set-up-chat-channel/set-up-chat-link.md)

{% hint style="info" %}
The chat prompts can be changed org wide in Administration | Languages | Actions | Change texts
{% endhint %}

#### Queue Settings:

{% tabs %}
{% tab title="General" %}

| Options                                 | Description                                                                                                                                                                                                                                                                                                 |
| --------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Name                                    | The unique name for this queue object.                                                                                                                                                                                                                                                                      |
| Description                             | This is an area to describe this object in more detail.                                                                                                                                                                                                                                                     |
| Routing Type                            | This is what method is used to determine which agent(s) are alerted.                                                                                                                                                                                                                                        |
| Enable Skills Routing                   | See [Skills Based Routing](https://cc.docs.landis.cloud/appendix/skills-based-routing)                                                                                                                                                                                                                      |
| Allow agents to opt out of taking calls | If unchecked, agents will not be able to sign in/out of the queue, they will be permanently signed into the queue.                                                                                                                                                                                          |
| Select User                             | The users are agents for this queue. The agent's name that is deployed to the external chat user can be customized. See [Public display name](/administration/users.md)                                                                                                                                     |
| Queue Service Level (Seconds)           | <p>The target timeframe the contact center aims to meet for handling chats. This is the duration from the moment a chat enters the queue until the call is considered <em>handled</em>. A chat is considered handled when it is connected to an agent.</p><p>These metrics are included in the reports.</p> |
| Alert Timeout                           | Alert time in seconds. This is how long an agent will be alerted before moving to the next available agent. Note: The alert may appear for a shorter period on the Teams endpoint because the time is counted server side. ≥20 seconds recommended.                                                         |
| {% endtab %}                            |                                                                                                                                                                                                                                                                                                             |

{% tab title="Messages" %}

| Options         | Description                                                                                                                                        |
| --------------- | -------------------------------------------------------------------------------------------------------------------------------------------------- |
| Welcome Message | This is the welcome message for this queue. The selected prompt is required to be text to speech. See [Audio Prompts.](/appendix/audio-prompts.md) |
| {% endtab %}    |                                                                                                                                                    |

{% tab title="Skills" %}
{% hint style="info" %}
This Tab is only available if skills routing is enabled on the queue.
{% endhint %}

See [Skills Based Routing](https://cc.docs.landis.cloud/appendix/skills-based-routing)
{% endtab %}

{% tab title="Action Rules" %}
Action rules can change the color of a specific column cell on the wallboard based on one or multiple rules. The action rules are specific to the queue you are editing.

{% hint style="info" %}
If two actions rules are true for the same column, the last one in the list will be applied.
{% endhint %}

| Options  | Description                                                                    |
| -------- | ------------------------------------------------------------------------------ |
| Column   | Wallboard column that will be evaluated                                        |
| Operator | How the wallboard column cell is compared to the Value setting                 |
| Value    | This numerical value will be compared against the wallboard column cell        |
| Color    | If the comparison is true, the column cell will change to the color specified. |

#### Advanced: Action Rules V1 (deprecated)

#### Expression

The below properties can be used in the expression:

|                        |                                                                                                                  |
| ---------------------- | ---------------------------------------------------------------------------------------------------------------- |
| InQueueCount           | Number shown on In Queue column                                                                                  |
| RingingCount           | Number shown on In Ringing column                                                                                |
| CurrentCount           | Number shown on Live column                                                                                      |
| PercentMetServiceLevel | Percentage shown on Service Level Column. This is a range from 0 to 1. For example, 0.25 would be 25%. 1 is 100% |
| CompletedCount         | Number shown on Calls column                                                                                     |
| AvgCallLengthMinutes   | Number shown on Avg Handle column                                                                                |
| AbandonedCount         | Number shown on Abandoned column                                                                                 |
| RequestedCallbacks     | Number shown on Requested Callbacks column                                                                       |

Comparison operators

|    |                          |
| -- | ------------------------ |
| =  | equals                   |
| <  | Less than                |
| >  | Greater than             |
| <= | Less than or equal to    |
| >= | Greater than or equal to |

Examples:

&#x20;    InQueueCount > 20

&#x20;    PercentMetServiceLevel < 0.85

#### Column

Column name that will change color.

#### Color

Column color when the expression is true.
{% endtab %}

{% tab title="Advanced" %}

| Options           | Description                                                                                                                               |
| ----------------- | ----------------------------------------------------------------------------------------------------------------------------------------- |
| Organization Unit | Specifies under which OU the queue is located. See [Organization Unit](https://cc.docs.landis.cloud/administration/organizational-units)s |
| Color             | Queue wallboard color                                                                                                                     |
| Language          | Language for default text prompts.                                                                                                        |
| {% endtab %}      |                                                                                                                                           |
| {% endtabs %}     |                                                                                                                                           |

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---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
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```

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The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

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