Create a queue (Edify Console)

Edify Console > Queues > Create a queue (Edify Console)

This article explains how to create a queue in Edify Console.

In this article

Overview

A queue is where queue users connect to customers on live interactions in Edify. There are two common types of queues:

  • Inbound queue

  • Outbound queue

An inbound queue is where you are receiving questions from customers. Some use cases where inbound queues are useful are when you need to direct customer questions to your support, billing, and/or customer service teams. These questions and interaction volume can vary in size.

An outbound queue is where your team is reaching out to customers or prospects. Your sales and recruitment teams might mainly use an outbound queue as opposed to an inbound queue.

Through these queues, your team is communicating with customers or prospects. In either case, inbound and outbound queues are the most common types of queues, but they aren’t the only types of queues. These are some other ways you can use a queue:

  • Use a queue as a “work repository” where you treat interactions more like a to-do list for the day.

  • Use a queue on an “as needed basis”, like having a queue hold only customer voicemails or customer feedback responses from various surveys.

  • Use a specific queue to run practice and coaching sessions for new hires.

In any case, the most common use of a queue is to engage with customers.

Why use a queue?

Queues are very powerful tools allowing you control around how the customer experiences your organization. You can craft a meaningful experience for the customer before, during, and after they engage with your team. And, you can then access powerful reporting to gain visibility into the health of this experience, letting you easily pivot when needed.

In short, queues make a better experience for the queue users, the management team, and the customer. For users, queues allow access to more information and tools to manage the experience. They provide management with the data needed to pinpoint and address pain points. And, they give the customers the experience they want.

Visual breakdown

Once you define the purpose of the queue, and what work is managed through it, it’s time to create it. This process builds a blank queue workspace for you to customize the configurations.

  • Template: The Template menu is where you select a queue template to apply to this queue. This is an optional setting, so you don’t need to define a template when creating a new queue. You must first build a queue template for it to be available in this menu. This menu includes all active queue templates built on your account.

  • Name: The Name field is where you create a name for the queue. To create the queue, the name must have at least one character in order to successfully create the queue. You are not limited in the types of characters (letter, numbers, and/or symbols) when naming a queue, but there is a character limit of 50 that you can’t exceed. Once you have named and created a new queue, you can change the name at any time going forward.

  • Extension: The Extension field is where you set an extension number for the queue. This is an optional setting. Queues with extension numbers are displayed in the company directory. This means that the queue can be directly dialed by users or inbound callers as well as receive transfers.

  • Save: The Save button is what activates Edify to build the queue. Once you click this button, Edify creates a queue with the title that you entered in the Name field. After saving, you have access to all the additional containers for customizing the workspace. This button becomes available once all required fields are completed.

Steps

1. Log into Edify Console at console.edify.cx.

2. Navigate to Queues > Queues.

3. Click the New Queue button in the top-right corner of the screen.

4. Notice a Create Queue form pops up on the screen.

5. Fill out the following fields:

  • Template (optional)

  • Name (required)

  • Extension (optional)

6. Click the Save button.