This section describes how to create queues and enable or disable some of the features that can be configured for the queue.
Note: queues created in UC and Contact are not available in CONDUCTOR.
When you create a queue, you define the following queue properties and features:
You can change queue properties in real time, via the Queue Management panel, to meet changes in call volume. You can assign a queue to a service and update the assignment in real time in the Command Centre.
The maximum wait time is the length of time the caller is allowed to wait in the queue before being removed and routed according to the failure route of FLOW’s Route to Contact action cell or, if your script was supplied by Content Guru, the behaviour specified during system design.
You can configure a caller priority feature for a service. Callers enter a queue at a queue-specific initial priority. This is derived in storm FLOW (Route to Contact action cell) from a storm CONDUCTOR service parameter. The feature allows you to increase the caller priority at intervals, thereby dynamically progressing calls, and to transfer calls to a different queue as high priority. You configure caller priority when you create the queue.
Note: the caller priority feature is not based on matching rules.
You can apply a time zone to a queue, to align the timings in any matching rule schedules configured for the queue with the standard time observed in your location.
A queue routes communications to agents in agent groups using ordering rules, collectively known as matching rules. Each queue has up to ten matching rules, labelled Priority 1 through to Priority 10. The number of matching rules available is a setting (between 1 and 10) configured by Content Guru when your system is provisioned.
Each matching rule points to a single agent group. Priority 1, for example, points to agent group 1, priority 2 points to agent group 2, and so on. Where agent group 1 is the highest priority group and agent group 10 the lowest priority, for example, available agents in agent group 1 would receive calls before those in agent groups 2 to 10. Matching rules are created automatically when you create a queue.
You can configure a matching rule to include a schedule. This allows you to customise agent group availability to specific times, for example evening shifts.