Overview: Queue container in Queues (Console)

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

In this article

Overview

In Console, the Queue container is where you view and define the basic information and configurations for the queue.

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

Container breakdown

Name

The Name field is where you define a unique title, or name, for the queue. 

Note: The name field is 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.

Routing Method

The Routing Method toggle allows you to specify how interactions are routed to agents. There is one routing option:

• Least Recent - This option sends interactions to the agent that has accepted an interaction least recently. If the queue user rejects the interaction, it will go to the next available queue user that has managed an interaction least recently.

Tag Routing

The Tag Routing toggle defines how the system prioritizes tagged interactions compared to untagged interactions. A workflow with a Modify Tags workflow module is necessary to assign tags to an interaction. Tag Routing optimizes routing interactions in two ways: 

• Prioritize delivering tagged interactions; and 

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

  • • Enabled - Tagged interactions will have priority over untagged interactions. If a queue user with that tag is available, it will be sent to them first. If Least Recent routing is enabled, the interaction will still be sent to the queue user with the tag even if they are not the queue user who has accepted an interaction least recently.

    • Disabled - Interactions will be routed according to other routing settings. Tags will not affect interaction routing.

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. See Overview: Weight setting in Queues (Console).

Audio Recording

The Audio Recording toggle allows you to enable or disable the system from recording a voice interaction once it enters the queue. 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.

• Enabled - When enabled, all voice interactions will be recorded until the phone is hung up.

• Disabled - When disabled, no voice interactions are recorded unless a user with Audio Recording User Permissions manually begins recording the interaction or a workflow is set up to record specific interactions.

Audio Recording User Permissions

The Audio Recording User Permissions toggle lets you decide if you want to allow queue users to manually start and stop recording a voice interaction.

• Enabled - When enabled, the audio recording button is displayed and the queue user can start or stop recording the voice interaction at any point during the call.

• Disabled -  When disabled, users don’t have the option to start and stop recording the phone call at any point during the call.

Live Transcription User

The Live Transcription user toggle is where you choose to enable or disable transcription of the queue user’s spoken words - and any spoken words by an interaction viewer that decides to barge into the conversation.

• Enabled - The queue user’s and any barged-in viewer’s spoken words will be transcribed and placed in the interaction feed tab. Know that the transcription is processed through the workflow configured to the Message from User field in the Message Workflows container. This gives you access to defining how you want the user’s transcription processed to make it as simple or complex as you need. For example, you might need some queues to conduct enhanced listening to your agent’s spoken words to conduct keyword mining for assigning training needs and completing quality assurance tasks.

• Disabled - The queue user’s and barged-in viewer's spoken words will not be transcribed.

Live Transcription Customer

The Live Transcription user toggle is where you choose to enable or disable transcription of the customer’s spoken words.

• Enabled - The customer’s spoken words will be transcribed and placed in the interaction feed tab. Know that the transcription is processed through the workflow configured to the Message from Customer field in the Message Workflows container. This gives you access to defining how you want the customer’s transcription processed to make it as simple or complex as you need. For example, you might need some queues to analyze the customer’s spoken words to trigger agent assistant notifications or to better gauge the customer’s sentiment during the call.

• Disabled - The customer’s spoken words will not be transcribed.

Wrap Up Timer - Seconds

The Wrap Up Timer - Seconds field is where you define the number of seconds queue users have to disposition the interaction once an interaction enters Wrap Up status. Once this timer expires, the interactions will close, even if the user is not done wrapping up the interaction. If this field is left blank, users have an unlimited amount of time to disposition and wrap-up the interaction.

Note: You must enter a positive, whole number into this field.

Wrap Up Extend - Seconds

The Wrap Up Extend - Seconds 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. When enabled, an additional button will appear to the right of the Wrap Up button. The button remains available to users until there are fewer than 5 seconds left on the Wrap Up Timer. At this time, the button disappears and the user can no longer extend the wrap up timer.

The wrap up extend button is useful if the user needs a little extra time to accurately disposition an interaction. 

Note: You must enter a positive, whole number into this field.

Phone Allow Closed Unresolved

The Phone Allow Closed Unresolved toggle is where you choose to enable or disable the queue user’s ability to mark a phone call interaction they own as ‘Close: Unresolved’.

• Enabled - The queue user has access to marking a phone call interactions they own as ‘Close: Unresolved’.

• Disabled - The queue user doens’t have access to marking phone call interactions they own as ‘Close: Unresolved’.

Allow Owner to Set Viewer as Owner

The Allow Owner to Set Viewer as Owner toggle is where you choose to enable or disable the queue user’s access to change the ownership of an interaction from themselves to an active viewer of the interaction.

• Enabled - The queue user assigned to the interaction can change interaction ownership from themselves to an active viewer of the interaction.

• Disabled - The queue user assigned to the interaction doesn’t have access to changing interaction ownership from themselves to an active viewer of the interaction.

Allow Owner to Mute Viewer

The Allow Owner to Mute Viewer toggle is where you choose to enable or disable the queue user assigned to the interaction’s access to muting an active viewer’s audio.

• Enabled - The queue user assigned to the interaction can mute the audio of another queue user who is viewing the interaction.

• Disabled - The queue user assigned to the interaction can’t mute the audio of another queue user who is viewing the interaction.

Allow Owner to Remove Viewer

The Allow Owner to Remove Viewer toggle is where you choose to enable or disable the ability of the queue user assigned to the interaction to remove another queue user from viewing their interaction.

• Enabled - The queue user assigned to the interaction can remove another queue user from viewing the interaction.

• Disabled - The queue user assigned to the interaction can’t remove another queue user from viewing the interaction.

Allow Owner Invite

The Allow Owner Invite toggle is where you choose to enable or disable the ability of the queue user assigned to the interaction to invite another queue user to view the interaction.

• Enabled - The queue user who is assigned an interaction can invite another queue user to view interaction.

• Disabled - The queue user who is assigned an interaction can’t invite another queue user to view interaction.

Do Not Move to Completed on Hangup

The Do Not Move to Completed on Hangup toggle is where you choose to enable or disable the system to automatically change voice interactions that are hung up to ‘Completed’ status.

• Enabled - Terminated voice interactions that register the ‘Hangup’ event will not move automatically into ‘Completed’ status.

• Disabled - Terminated voice interactions that register the ‘Hangup’ event will automatically move into ‘Completed’ status.

ChromeOS Desk

The ChomeOS Desk toggle is where you choose if queue user’s can manage the interaction along with Google’s ChromeOS Desk application, which allows users to configure ‘desktop’ settings to automatically open and close defined applications to align with interaction requirements.

• Enabled - Queue users can use the ChromeOS Desk extension in conjunction with the system.

• Disabled - Queue users can’t use the ChromeOS Desk extension in conjunction with the system.

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.

• Enabled - The queue is active.

• Disabled - The queue is inactive, it is removed from the Queues list page, and it can no longer be accessed. However, all data related to the queue is still accessible in reports. Queue users can complete any interactions that are currently in Connected status when a queue is disabled.

Template

The Template field tells you if a template is being used to define all of the queue settings. Templates are used so multiple queues can operate with the same basic settings.