Overview: Queue container in Queues (Edify Console)
Edify Console > Queues > Queue container in Queues (Edify Console)
This article explains the basic queue settings available to you when configuring a queue in Edify Console.
In this article
Overview
In Edify Console, the Queue container is where you view and define the basic information and configurations for the queue.
In Edify Console, navigate to Queues > [Queue] > Queue container.
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 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 Edify 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.
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. It is the number that is displayed to customers.
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. See Overview: Weight setting in Queues (Edify Console).
Number Validation Country
The Number Validation Field is where you choose the country code for calls in the queue. This information is used for validating phone calls in the queue.
Force Number Validation
The Force Number Validation toggle is where you choose if the validity result using the Number Validation Country menu information, should be used to determine if an interaction is created or not.
Enabled - If enabled, the result of the number validation will be used to determine if an interaction is created or not. If a number can’t be validated, the interaction will not be created.
Disabled - If disabled, an interaction will be created regardless of the result of the number validation. If a number can’t be validated, the interaction will still be created.
Audio Recording
The Audio Recording toggle allows you to enable or disable Edify 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.
Enabled - The queue user’s words will be transcribed and placed in the interaction feed tab.
Disabled - The queue user’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.
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 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. 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.
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
This 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.