Overview: User queue settings (Edify Console)

Edify Console > Account > Users > Overview: User queue settings (Edify Console)

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

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Overview

The Queue container in the Users workspace.

Queue settings impact how queue users receive and manage inbound and outbound interactions. Edify can manage a user’s queue settings in the Queue container in the Users workspace of Edify Console.

Through this container, admins can define specific user settings that impact how queue users manage interactions.

  • 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

There are some settings that apply to all interactions, some settings that apply to inbound interactions, and some settings that apply to outbound interactions. This article breaks down what each setting means and organizes them by the types of interactions they apply to.

Visual breakdown

General interaction settings

This section explains the settings that apply to all interactions, regardless of origin (inbound or outbound).

  • Multi AID: The Multi AID (Automatic Interaction Distribution) toggle, when enabled, makes it so the user can manage multiple interactions of varying communication types at once. When disabled, the user can only engage in one interaction at a time.

  • Multi AID Method: The multi AID method menu gives you the ability to block interactions by type while having MultiAID still enabled. There are two options when configuring this menu, you can either leave this menu blank or you can select V2.

  • Blank: By leaving this menu blank, you are allowing the user to receive and manage multiple interactions of varying types at once. This means that this user can engage in a phone interaction and then also be sent a webchat interaction to accept and manage it alongside the phone call.

  • V2: The V2 menu option means that the user can manage multiple messaging interactions, but can’t receive a voice interaction while managing messaging interactions. This also means that if the user is connected to a voice interaction, then they can’t receive any additional interactions of any type until they’re no longer connected to the voice interaction. In short, the user will only be able to manage one voice interaction at a time; but, the user can manage multiple messaging interactions at once.

  • Max Missed Interaction Count: The max missed interaction count field is where you set a limit to the number of interactions a user can miss before the system automatically changes the user’s availability status to ‘Away’. This acts as a failsafe in the event the user forgets to update their queue status to “Stop receiving interactions” when they are not available for interactions. Configure the missed interaction limit by entering a positive, whole number greater than or equal to one. Once the limit of missed interactions is reached, the user’s user status automatically changes to ‘Q Auto Pause’ and managers can see the change reflected in Team View. However, when this field is set to zero, the system doesn’t monitor the number of interactions missed by the user.

  • Mobile Acceptance Prompt: The mobile acceptance prompt toggle is important for users that manage inbound interactions with a mobile phone. When this toggle is enabled, Edify requires the agent to first respond to a mobile prompt before the system delivers the inbound interaction to the user’s mobile device. The user receives a call from Edify and needs to respond to the prompt “Edify Call Press 1 to Accept.” The purpose of this prompt is to ensure that the user is able to accept the interaction. This is important because it verifies that interaction is not sent to the user’s mobile voicemail in the event that the user can’t accept the call. For example, if the user doesn’t have cellular signal or the device is powered off, then the caller isn’t routed to the mobile voicemail box. However, if the agent listens to the prompt from Hammond and doesn’t Press 1, then the voice call doesn’t connect. Lastly, when this setting is enabled, it's important that the user has set a longer ring time within their call settings to allow the system enough time to connect the call to the user's mobile device (i.e. at least 35 seconds or more).

  • Team View Admin: The team view admin toggle, when enabled, gives the user the ability to manage which queues their team members are logged into as well as each member’s AID status all from the team view workspace. When disabled, the user can only view this data, they cannot change their team member’s AID status or log a team member into or out of a queue.

  • AID Process Status Type Override: The AID status type override toggle, when enabled, allows Edify to send interactions to the user even if their availability status is set to Offline. It is a best practice to disable this setting so Edify doesn’t send interactions to agents who aren’t available or who have routed calls to their mobile number.

  • Change Comm Type Modal: The Change Comm Type Modal toggle allows you to manage whether the system initiates a time-sensitive prompt to the user to decide how best to proceed with the interaction, specifically once the phone call portion of the interaction has ended.

      • Enabled: When this toggle is enabled, the user will see a time-sensitive, next steps modal once a phone call has ended during an interaction. These next steps include: change the communication type of the interaction from phone to messaging, reinitiate the call to the customer, or close the phone interaction. This modal is available for a limited amount of time, which is configured in the Comm Type Change Timeout field. The system defaults to a timer of 10 seconds. If the user doesn’t make a selection prior to the timer expiring, then the system defaults to changing the interaction to the communication type of ‘messaging’ in order to free the user’s ‘Phone’ space.

      • Disabled: When this toggle is disabled, this applies only to the outbound/inbound/callback/voicemail action and status menus that have other settings configured. If you do not have specific action and status settings configured to any of these menus, then this toggle setting does not apply to those settings. When this toggle is disabled, and the action and status menus are configured, there are two things that occur: the user doesn’t see the time-sensitive, next steps prompt when a phone call ends during an interaction and the interaction isn’t automatically converted from a voice interaction to a messaging interaction. Instead, the interaction remains a voice interaction, which can result in confusion when reviewing interaction reporting. This can also cause the user’s ‘Phone’ space to remain occupied which can block the user from being delivered another phone interaction until the first interaction is closed.

  • Comm Type Change Timeout (Seconds): The Comm Type Change Timeout (Seconds) field allows you to specify the timer duration for the Change Comm Type modal. The system defaults to 10 seconds. So, this field is only applicable if the Change Comm Type Modal is enabled or for the actions/status menu you haven’t set the configurations for; these include any combination of outbound/inbound/callback/voicemail action and status menus.

  • Spaces: The Spaces area allows you to define how many interactions for each communication type the user can manage at one time. There are four communication types listed here; ‘Phone’, ‘Messaging’, ‘Task’, and ‘Email’. Each of these communication types can vary on the number the user is allowed to manage at once with the exception of ‘Phone’. Users who only use a softphone (webRTC) can only manage a single voice interaction at one time. Users who have deskphones can manage multiple phone calls by “parking” calls in the open lines of the desk phone itself, so these users can have a number greater than one for their allowed phone spaces.

Inbound interaction settings

This section explains the settings that you can configure that apply only to inbound interactions.

  • Inbound Action: The inbound action menu is where you define the action that triggers a status change for the interaction. This setting is directly connected to the configuration set under the inbound status menu. 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. The inbound action menu currently includes this option: Hangup.

      • Hangup Action: When a phone call interaction with a subcommunication type of ‘inbound’ is hung up by either the user or the customer, the status of the interaction automatically updates to the status set in the inbound status menu.

  • Inbound Status: The inbound status menu is where you can define which status to automatically change the inbound interaction to, as long as the action configured in the inbound action menu has occurred. This setting is directly connected to the configuration set under the inbound action menu. 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. The inbound status menu includes these status options: Wrap Up and Complete.

      • Wrap Up Status: The interaction automatically changes to wrap up status when the inbound action is executed for an interaction with the subcommunication type of ‘inbound’.

      • Complete Status: The interaction automatically changes to completed status when the inbound action is executed for an interaction with the subcommunication type of ‘inbound’.

  • Callback Action: The callback action menu is where you define the action that triggers a status change for the interaction. This setting is directly connected to the configuration set under the callback status menu. 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. The callback action menu currently includes this option: Hangup.

      • Hangup Action: When a phone call interaction with a subcommunication type of ‘callback’ is hung up by the customer, the status of the interaction automatically updates to the status set in the callback status menu.

  • Callback Status: The callback status menu is where you can define which status to automatically change the inbound interaction to, as long as the action configured in the inbound action menu has occurred. This setting is directly connected to the configuration set under the callback action menu. 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. The inbound status menu includes these status options: Wrap Up and Complete.

      • Wrap Up Status: The interaction automatically changes to wrap up status when the callback action is executed for an interaction with the subcommunication type of ‘callback’.

      • Complete Status: The interaction automatically changes to completed status when the callback action is executed for an interaction with the subcommunication type of ‘callback’.

  • Voicemail Action: The voicemail action menu is where you define the action that triggers a status change for the interaction. This setting is directly connected to the configuration set under the voicemail status menu. 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. The voicemail action menu currently includes this option: Hangup.

      • Hangup Action: When a phone call interaction with a subcommunication type of ‘voicemail’ is hung up by the customer, the status of the interaction automatically updates to the status set in the voicemail status menu

  • Voicemail Status: The voicemail status menu is where you can define which status to automatically change the inbound interaction to, as long as the action configured in the voicemail action menu has occurred. This setting is directly connected to the configuration set under the voicemail action menu. 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. The voicemail status menu includes these status options: Wrap Up and Complete..

      • Wrap Up Status: The interaction automatically changes to wrap up status when the voicemail action is executed for an interaction with the subcommunication type of ‘voicemail’.

      • Complete Status: The interaction automatically changes to completed status when the voicemail action is executed for an interaction with the subcommunication type of ‘voicemail’.

Outbound interaction settings

This section explains the settings that you can configure that apply only to outbound interactions.

  • Default Outbound Queue: The default outbound queue menu is where you designate the queue in which outbound interactions are automatically created unless the user manually defines a different queue from the Home list workspace. Configuring this setting is especially helpful when the user has access to several queues, allowing you to define the user's main queue for outbound interactions. Otherwise, when this field isn't configured, the default outbound queue for the user is the first queue (alphabetically) of the queues that the user has access to. Otherwise, the user must manually select the outbound queue to use when creating the outbound interaction. If the Default Outbound Queue menu isn’t configured, the Force Outbound Queue toggle is automatically disabled. Additionally, if Force Outbound Queue is enabled, Edify always uses the queue defined here when creating and executing outbound interactions initiated from the softphone workspace.

  • Force Outbound Queue: The force outbound queue toggle can only be configured if there is a selection made in the default outbound queue menu.

      • Enabled: When this toggle is enabled, Edify knows to create an outbound interaction for all outbound calls made from Edify (i.e. from the user’s desk phone, soft phone, or mobile app) in the queue configured in the Default Outbound Queue menu. (NOTE: The interaction is created in the queue even if the user isn’t logged into that default outbound queue.)

      • Disabled: When this toggle is disabled, then the user must manually create outbound interactions by using the outbound interaction workspace. Therefore, all other outbound calls that are generated from the user’s softphone or deskphone aren’t automatically converted into interactions; instead, all outbound calls created by the softphone, deskphone, and mobile app by the user function as non-queue calls - they aren’t interactions.

  • Outbound Action: The outbound action menu is where you define the action that triggers a status change for the interaction. This setting is directly connected to the configuration set under the outbound status menu. 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. The outbound action menu currently includes this option: Hangup.

      • Hangup Action: When a phone call interaction with a subcommunication type of ‘outbound’ is hung up by either the user or the customer, the status of the interaction automatically updates to the status set in the outbound status menu.

  • Outbound Status: The outbound status menu is where you can define which status to automatically change the outbound interaction to, as long as the action configured in the outbound action menu has occurred. This setting is directly connected to the configuration set under the outbound action menu. If there isn’t a setting defined under the outbound action menu, then the system does not know when to change the interaction’s status. The outbound status menu includes these status options: Wrap Up and Complete.

      • Wrap Up Status: The interaction automatically changes to wrap up status when the outbound action is executed for an interaction with the subcommunication type of ‘outbound’.

      • Complete Status: The interaction automatically changes to completed status when the outbound action is executed for an interaction with the subcommunication type of ‘outbound’.