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This article explains the Exit No Agents settings available for queues in Console.
In this article
In this article
Overview
Overview
The Exit No Agents container in the Queues workspace of Console is where you define how interactions that enter a queue with no queue users logged into it are handled.
In Console, navigate to Queues > [Queue] > Exit No Agents container.
When enabled, Exit No Agents:
Routes voice and message interactions to a queue voicemail or a workflow when agents are not logged into that queue.
Only triggers if there are no agents logged into that queue.
If there are queue users logged into the queue, but they are all unavailable, the interaction will wait in the queue until one of the following occurs
A queue user becomes available to handle the interaction.
A timed workflow runs.
Maximum Wait time is reached (if configured).
Remaining queue users log out of the queue.
If Exit No Agents is disabled and there are no queue users logged into a queue, then a customer will continue to wait in that queue until an agent logs into that queue and accepts the interaction to handle it, unless another experience is configured to manage that interaction, like Maximum Wait is configured, a timed workflow is set up, or another action is taken on the interaction.
Configure Exit No Agents
Configure Exit No Agents
You can configure Exit No Agents to do one of the following:
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 you to create a more robust experience, like sending the interaction to another active queue, sending an SMS alert to an “overflow queue user” to jump into the current queue to answer it, and more.
Note: The Exit No Agents configuration can look different for each queue because each queue has unique needs.
Container breakdown
Container breakdown
Enabled Phone
Enabled Phone
The Enabled Phone toggle is where you enable or disable the Exit No Agents. When this toggle is enabled (green), all interactions that reach this queue when there aren’t any users logged into it proceed through the Exit No Agents experience.
Enabled - All interactions that reach this queue when no queue users are logged in will be routed to the destination set in the Voice Route To field.
Disabled - Calls will remain in the queue unless Maximum Wait is configured or a timed workflow is configured to run.
Voice Route Data
Voice Route Data
The Voice Route Data drop down menu is where you select the specific queue voicemail or workflow to route calls to. If you select a workflow to route calls to, an additional field called Voice Route Workflow Version will populate.
Voice Route Workflow Version - Use this field to select which version of the workflow to route calls to.
Use cases
Use cases
Off hours
Off hours
Suppose you have a queue that only accepts phone calls from 8am to 5pm. To better serve customers that may be unable to call during the queue’s standard operating hours, you want to let customers leave voicemail messages at all times.
You could configure the Exit No Agents container like this:
Enabled Phone - Enabled
Exit No Agents is enabled so customers can leave voicemail messages when there are no queue users logged into the queue. Send calls to a voicemail for a queue user to respond to the customer when they return to the queue.
Voice Route To – Queue Voicemail
Select Queue Voicemail to set it as the destination for calls that reach the queue outside of the queue’s standard operating hours.
Voice Route Data – Current Queue
Select Current Queue to route the voicemails to the same queue the calls were routed to.
Manage low-volume queues
Manage low-volume queues
Suppose you have a returns queue that receives most of its calls between 5pm and 7 pm. Outside of these hours, the queue receives very few calls. Because of this trend, the returns queue is only staffed from 5pm to 7pm. Even though the queue is not always fully staffed, it is essential that calls are handled regardless of when the calls are received.
You could configure the Exit No Agents container like the screenshot below.
Enabled Phone – Enabled
Exit No Agents is enabled so customers can be routed to another queue if the current queue is not staffed.
Voice Route To – Workflows
Select Workflows to route calls to a workflow when there are no queue users logged into the queue.
Voice Route Data – doc queue 1 route
Select the specific workflow you want to set as a destination for calls that reach the queue when there are no queue users logged in. The doc queue 1 route workflow, routes calls to a queue that is fully staffed 24/7.
Voice Route Workflow Version – Current
Select which version of the workflow you want to route calls to.
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