Overview: Basic queue settings (Edify Console)

Edify Console > Queues > Basic queue settings (Edify Console)

This article explains the basic queue settings available to you when configuring a queue in Edify Console.

In this article

Overview

In the Edify Console, the Queue container located within a selected queue’s settings is where you view and define the basic information and configurations for the queue.

Some of the settings in this container include:

  • The queue’s extension number.

  • Call recording settings.

  • The amount of time for dispositioning (i.e. wrap up time).

  • And more.

This is the first container displayed upon opening a queue’s settings. This is just one of several containers within a queue’s settings where you configure the best experience for the agents working in this queue as well as the best experience for customers that reach this queue.

Visual breakdown

  • Name: The Name field is where you define a unique title, or name, for the queue. You can change this field at any time though you are restricted to a maximum of 50 characters.

  • Extension: The Extension field is where you assign the queue to a specific extension number. When a queue has an individual extension, people can more easily communicate with the available agent(s) in the queue, like directly calling the queue or transferring to the queue by just dialing the extension.

  • Tag Routing: The Tag Routing toggle defines how Edify prioritizes tagged interactions compared to untagged interactions. Tag Routing optimizes routing interactions in two ways:

  • Prioritize delivering tagged interactions; and

  • Deliver tagged interactions to an agent assigned with the same tag.

When this toggle is enabled, Edify first delivers tagged interactions over an untagged interaction, and also prefers to send tagged interactions to the agent skilled with the same tag. When this toggle is disabled, Edify does not prioritize tagged interactions and instead routes interactions based on when they are received. (Note: When enabling this toggle, configure tag(s) to your account, assign the tag(s) to the users that are skilled in managing these types of interactions, and enhance your workflows to ensure the appropriate interactions have the right tag(s) added to them.)

  • Outbound Caller ID: The Outbound Caller ID menu allows you to define which of your account phone numbers is the phone number that appears as the Caller ID when a call is created from this queue. Know that this number is displayed to the customer(s) that are contacted from this queue so if a customer were to call back regarding a separate issue, then they would be routed directly to this queue.

  • Outbound Email Address: The Outbound Email Address menu is where you select the email address used when an email is sent from this queue. You must first configure at least one email address in order to use this setting. Additionally, configure this queue to have the Email Tab enabled under the Tabs container to give queue users assigned to this queue access to managing email interactions hosted in this queue.

  • Weight: The Weight field is where you input a positive, whole number to define the queue’s weight, or the level of importance, compared to the weight of your other queues. The higher the numerical value for this field means the higher level of importance. When you have users managing multiple queues and Edify receives multiple interactions from different queues, the system first delivers the interactions in the highest weighted queue. Use this field to decide whether the interactions in this queue are more important than your other queues. If a weight is not set for this queue, then these interactions are delivered based on the weight set in your other queues. If your queues do not have a weight set, or they have the same weight, then interactions are delivered on a first come, first served basis.

  • Audio Recording: The Audio Recording toggle allows you to enable or disable Edify from automatically recording once the interaction enters the queue. When enabled, the queue is configured to automatically record phone call interactions until the phone is hung up. When disabled, Edify does not automatically record phone call interactions unless otherwise told to do so. This can be done through a workflow or when a queue user elects to record the interaction as long as the queue has Audio Recording User Permissions enabled.

  • Audio Recording User Permissions: The Audio Recording User Permissions toggle allows you to define whether queue users have access to starting and stopping the recording of phone calls at any point during a phone call interaction in this queue. When enabled, the audio recording button is displayed and the queue user can then decide when to start and/or stop recording phone call interactions. However, when disabled, users don’t have the option to start and/or stop recording the phone call at any point during the call. In this scenario, phone call interactions are not recorded unless the Audio Recording toggle is enabled.

  • Wrap Up Timer - Seconds: The Wrap Up Timer - Seconds field is where you define the number of seconds queue users have for dispositioning the interaction once an interaction enters Wrap Up status. Once this timer expires, even if the user is not done with wrapping up the interaction, Edify automatically closes the interaction. If this field is left blank, then users have an unlimited amount of time to disposition and wrap-up the interaction. When configuring this field, enter a positive, whole number.

  • Wrap Up Extend - Seconds: The Wrap Up Extend - Seconds input field is where you define the number of seconds queue users can extend the Wrap Up Timer while an interaction is in Wrap Up status. The button remains available to users until there are fewer than 5 seconds left on the Wrap Up Timer. When the timer has 5 seconds left, the Wrap Up Extend button disappears and the user can no longer extend. The extension time is useful when the user has various tasks to complete when dispositioning an interaction and the Wrap Up Timer doesn’t include enough time to complete all these tasks. Enter the extension time as a positive, whole number. Once this configuration is saved to the queue, users see an additional button next to the Wrap Up button that they must click to add the extra extension time to the timer countdown.

  • Queue Enabled/Disabled toggle: The Queue Enabled/Disabled toggle is where you disable the queue to move it from active to inactive. When disabling the queue, all the data related to the queue is still accessible in reports and queue users still have access to finishing any interactions currently in Connected status within the queue. Once you have confirmed that you want to disable the queue, it is removed from the Queues list page and can no longer be accessed.