Enable or disable an exit no agents experience (Edify Console)

Edify Console > Queues > Enable or disable an exit no agents experience (Edify Console)

This article explains how to enable or disable an exit no agents experience on a queue in Edify Console.

In this article

Overview

You can configure an exit no agent experience to do one of the following when a queue doesn’t have any users available to handle an interaction:

  • Send interaction to queue voicemail

  • Send interaction to a workflow

The queue voicemail option allows the customer to leave a message for the queue user. The workflow option allows for you to create a more robust experience, like sending an SMS alert to an “overflow queue user” to jump into the queue, and more.

In either case, it’s important to note that the exit no agent experience can look different for each queue because each queue has unique needs. We recommend that you configure your exit no agent experience for each of your queues.

Below are some use cases for configuring an exit no agent experience:

  • Off hours: Send calls to a voicemail for a queue user to respond to the customer when they return to the queue.

  • Manage low-volume queues: Send interactions through a workflow that transfers the interaction to another queue that has available users in it.

Steps

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

2. Navigate to Queues > Queues.

3. Select the queue you want to enable or disable the exit no agents experience on.

4. Navigate to the Exit No Agents container.

5. Click the pencilb icon in the top-right corner of the container.

6. Toggle the Enabled Phone or the Enabled Message field so that it’s green to enable exit no agents or red to disable exit no agents.

7. If you want to enable exit no agents, configure the Voice Route To, Voice Route Data, Message Route To, and/or Message Route Data fields to direct customers to your preferred destination.