Set Up Chat Queue
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.
Navigate to Queues & IVRs | Queues | Add Chat Queue.
The chat prompts can be changed org wide in Administration | Languages | Actions | Change texts
Queue Settings:
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
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
Queue Service Level (Seconds)
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 handled. A chat is considered handled when it is connected to an agent.
These metrics are included in the reports.
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.
Welcome Message
This is the welcome message for this queue. The selected prompt is required to be text to speech. See Audio Prompts.
This Tab is only available if skills routing is enabled on the queue.
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.
If two actions rules are true for the same column, the last one in the list will be applied.
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:
InQueueCount > 20
PercentMetServiceLevel < 0.85
Column
Column name that will change color.
Color
Column color when the expression is true.
Organization Unit
Specifies under which OU the queue is located. See Organization Units
Color
Queue wallboard color
Language
Language for default text prompts.
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