Overview: Queue container in Users (Edify Console)

This article explains the user queue settings that are configurable in Edify Console.

Overview

The Queue container lets you change user settings that impact how queue users receive and manage inbound and outbound interactions in queues.

Some of the settings that admins can manage include:

• Increase or limit the number of interactions the user can manage at once

• Specify the type of interactions they can manage (i.e. only inbound interactions, only outbound interactions, or both)

• Assign Team view privileges

• Customize the number of interaction by type the user can manage at one time (i.e. update the user’s spaces)

• and more

Container breakdown

Multi AID

Use the Multi AID (Automatic Interaction Distribution) toggle to control whether the user can manage multiple interactions of varying communication types at once.

• Enabled - The user can engage in multiple interactions of varying communication types at once.

• Disabled - The user can only engage in one interaction at a time.

Multi AID Method

Use the Multi AID Method dropdown menu to block interactions by type with MultiAID enabled. The following two options are available:

• - - : Set the dropdown to - - to let the queue user manage as many interactions as are specified in the Spaces portion of the Queue container.

• V2: Set the dropdown to V2 to prevent any interactions from being routed to the queue user after accepting a phone call. Queue users will still be able to accept as many messaging, task, and email interactions as are specified in the Spaces portion of the Queue container. However, as soon as a phone call is accepted, the queue user won’t be able to accept any more interactions, regardless of interaction type.

Max Missed Interaction Count

Enter a positive, whole number into the Max Missed Interaction Count field to specify the maximum number of interactions a user can miss before the user’s status changes to ‘Away’ and a ‘Queue Auto Pause’ status message is displayed. Managers can see the change in Team View.

Note: If you set this field to zero, the system won’t monitor the number of interactions missed by the users.

Mobile Acceptance Prompt

Mobile Acceptance Prompt is a feature for queue users who route phone calls to their mobile number. When enabled, the user must respond to a prompt after accepting a call. Then, after they respond to the prompt, they will be connected with the customer.

If the queue user answers the phone, but does not respond to the mobile prompt, the call goes back to the queue to be answered by another queue user.

See Overview: Voice container in Call Settings (Edify App) to learn how to route calls to your mobile number.

• Enabled - Queue users with calls routed to their mobile number must respond to a prompt after accepting the phone call to be connected with the customer.

• Disabled - Queue users with calls routed to their mobile number only need to accept the phone call to be connected with the customer.

Team View Admin

Use the Team View Admin toggle to control whether the user can log team members in and out of queues and change their AID status in the Team View workspace.

• Enabled - The user can log team members in and out of queues and change their AID status in the Team View workspace.

• Disabled - The user can view team members status in the Team View workspace.

AID Process Status Type Override

Use the AID Process Status Type Override toggle to control if interactions will be sent to users if their availability status is not ‘Available’. 

Tip: Most admins disable this setting so Edify doesn’t send interactions to agents who aren’t available, especially if calls route to their mobile number.

Default Outbound Queue

Use the Default Outbound Queue dropdown menu to select which queue outbound interactions will be created in, unless the queue user selects a different queue from the Home list workspace. If this field isn’t configured (indicated by - -), the default outbound queue will be the first queue (alphabetically) listed in the queue user’s Queue List.

With or without a default outbound queue set, queue users can manually select the outbound queue when creating an outbound interaction. If the Default Outbound Queue menu isn’t configured, the Force Outbound Queue toggle is automatically disabled.

Force Outbound Queue

Use the Force Outbound Queue toggle to control if outbound interaction will be created for all outbound calls made from Edify (e.g. the user’s desk phone, softphone, or mobile app). The interaction will be created in the queue configured in the Default Outbound Queue dropdown menu. Interactions will be created in that queue even if the user isn’t logged into it.

• Enabled: All outbound calls the user makes will create an outbound interaction in the queue configured in the Default Outbound Queue menu.

• Disabled: Only outbound calls in the queue workspace will create outbound interactions. All other outbound calls from the softphone will not create outbound interactions.

Note: The Force Outbound Queue toggle is only available if you select a queue in the Default Outbound Queue dropdown menu.

Outbound Action

Use the Outbound Action menu to define what action triggers a status change in an outbound phone call interaction. This dropdown menu is linked to the Outbound Status dropdown menu below it.

Options

• - - : If an action is not selected from the outbound action menu, then the user must manually process the interaction to move the interaction to either Wrap Up or Completed status.

• Hang Up: When Hang Up is selected, the status changes to whatever is set in the Outbound Status field below, when a phone call interaction is hung up by the queue user or customer.

Outbound Status

Use the outbound status menu to define which status to automatically change the outbound interaction to, if the action configured in the above menu has occurred.

Options

• - -  : If there isn’t a setting defined under the outbound action menu, then the system doesn’t know when to change the interaction’s status.

• Wrap Up: When selected, the interaction automatically changes to Wrap Up status when the customer or queue user hangs up. This only works if you select Hang Up in the Outbound Action menu above.

• Complete: When selected, the interaction automatically changes to Completed status when the queue user or customer hangs up. This only works if you select Hang Up in the Outbound Action menu above.

Inbound Action

Use the Inbound Action menu to define what action triggers a status change in an inbound phone call interaction. This dropdown menu is linked to the Inbound Status dropdown menu below it.

Options

• (- -) : If an action is not selected from the inbound action menu, then the user must manually process the interaction to move the interaction to either Wrap Up or Completed status.

• Hang Up: When Hang Up is selected, the status changes to whatever is set in the Inbound Status field below, when a phone call interaction is hung up by the queue user or customer.

Inbound Status

Use the Inbound Status menu to define which status to automatically change the inbound interaction to, if the action configured in the above menu has occurred.

Options

• (- -): If there isn’t a setting defined under the inbound action menu, then the system does not know when to change the interaction’s status.

• Wrap Up: When selected, the interaction automatically changes to Wrap Up status when the customer or queue user hangs up. This only works if you select Hang Up in the Inbound Action dropdown menu above.

• Completed: When selected, the interaction automatically changes to Completed status when the queue user or customer hangs up. This only works if you select Hang Up in the Inbound Action dropdown menu above.

Callback Action

Use the Callback Action menu to define what action triggers a status change in a callback interaction. This dropdown menu is linked to the Callback Status dropdown menu below it.

Options

• (- -): If an action is not selected from the callback action menu, then the user must manually process the interaction to move the interaction to either Wrap Up or Completed status.

• Hangup: When Hang Up is selected, the status changes to whatever is set in the Callback Status field below, when a phone call interaction is hung up by the queue user or customer.

Callback Status

Use the Inbound Status menu to define which status to automatically change the callback interaction to, if the action configured in the above menu has occurred.

Options

• (- -): If there isn’t a setting defined under the callback action menu, then the system does not know when to change the interaction’s status.

• Wrap Up: When selected, the interaction automatically changes to Wrap Up status when the queue user or customer hangs up. This only works if you select Hang Up in the Callback Action dropdown menu above.

• Completed: When selected, the interaction automatically changes to Completed status when the queue user or customer hangs up. This only works if you select Hang Up in the Callback Action dropdown menu above.

Voicemail Action

Use the Voicemail Action menu to define what action triggers a status change in a callback interaction. This dropdown menu is linked to the Voicemail Status dropdown menu below it.

Options

• (- -):If an action is not selected from the voicemail action menu, then the user must manually process the interaction to move the interaction to either Wrap Up or Completed status.

• Hang Up: When Hang Up is selected, the status changes to whatever is set in the Voicemail Status field below, when a phone call interaction is hung up by the queue user or customer.

Voicemail Status

Use the Voicemail Status menu to define which status to automatically change the voicemail interaction to, if the action configured in the above menu has occurred.

Options

• (- -): If there isn’t a setting defined under the voicemail action menu, then the system does not know when to change the interaction’s status.

• Wrap Up Status: When selected, the interaction automatically changes to Wrap Up status when the queue user or customer hangs up. This only works if you select Hang Up in the Voicemail Action dropdown menu above.

• Completed Status: When selected, the interaction automatically changes to Completed status when the voicemail action is executed for an interaction when the queue user or customer hangs up. This only works if you select Hang Up in the Voicemail Action dropdown menu above.

Change Comm Type Modal

Use the Change Comm Type Modal toggle to control if a modal pops up when the queue user or customer hangs up on a phone call. The modal gives the following options:

• Callback - Immediately call the customer back

• Change to Messaging - Continue the live interaction by messaging the customer

• Close, Resolved - Close the interaction, complete dispositioning tasks, and wrap up the interaction.

• Close, Unresolved - Close the interaction and immediately send it back to the queue for another user to handle.

  • • Enabled: When enabled, the modal will appear after the queue user or customer hangs up on a phone call. The system defaults to a timer of 10 seconds. If the type of interaction has an Action and Status configured, then this will occur after the timer expires. If an Action and Status is not configured for the interaction type, then the system will automatically select the Change to Messaging option from the modal.

    • Disabled: When disabled, the modal doesn’t appear when the queue user or customer hangs up, and the interaction remains a voice interaction. It can’t be disabled if you do not have an Action and Status configured for at least one communication type. The Change Comm Type Modal will appear for any of the interaction types that do not have an Action and Status configured even when the Change Comm Type Modal is disabled.

When disabled, queue users must manually complete interactions, or their ‘Phone’ space remains occupied, which can block another phone interaction from being delivered until the interaction is closed. This can also skew the data in interaction reporting.

Comm Type Change Timeout (Seconds)

The Comm Type Change Timeout (Seconds) field lets you specify the timer duration for the Change Comm Type Modal. The system defaults to 10 seconds. This field is only applicable if the Change Comm Type Modal is enabled or if certain interaction types do not have an Action or Status configured.

Spaces

The Spaces area is where you define how many interactions for each communication type the user can manage at one time.