Create Queues

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Create Queues

This topic tells you how to create queues. You must then assign users to service the queues as described in Change User Assignment to Queues and Hunt Groups.

The topic also covers Edit a Queue and Delete a Queue.

Prerequisites

Do the following:

If you want hold music or any other audio to be played to contacts who wait in the queue, create or upload the audio prompts as described in Create Voice Media and Upload Media.
If you want each user who services the queue to select a completion code at the end of their interaction with a contact, create the completion codes as described in Create User Completion Codes.

Procedure

Open the Configuration panel by clicking the button in the top right of the CONDUCTOR window.

If is not visible, switch to View mode or click .

Select Add Queue to open the Add Queue sub-panel and then enter a name for the queue.

(Optional) Assign the desired audio prompts to the queue.

The following options are shown if you have created or uploaded audio prompts. Each prompt is stored as a file in a media list (folder).

Field or Option	Description
Play Repeating Messages	Enable this option and then select the audio prompt (file) that should be played at 10 second intervals to contacts waiting in the queue.
Play Hold Music	Enable this option and then select the hold music to play to contacts while they wait in the queue.
Play Whisper Message	Enable this option and then select the audio to play to users when they service contacts in the queue.

(Optional) Enable Enter Wrap Mode option if you want each user who services the queue to enter the wrap-up status at the end of the interaction.

The wrap mode options are described below:

Field or Option	Description
Wrap Duration	Specify the amount of time (in seconds) for which users will be kept in the wrap-up status at the end of an interaction.
Wrap on start	Enable this option if you want the user to be able to select a completion code when they start processing an interaction. Users who do not select a completion code during the interaction will still enter the wrap-up state at the end.
Wrap until Agent marks themselves Available	Enable this option to keep users in the wrap-up status at the end of their interactions and until they manually select another status.
Wrap on Transfer	Enable this option if you want users to enter the wrap-up status when they have completed the transfer of a contact.
Use Completion Codes	Enable this option if you want users to be shown completion codes at the end of their interactions (or at the start if the Wrap on start option is enabled). Then, select the completion code form.
Force a Completion Code selection	Enable this option if you want to prevent users from leaving the wrap-up state until they select a completion code.

Click the Add button.

The queue appears in the Element Workflow panel. The image below shows a newly created queue named 'Customer Service'.

Create further queues as desired.
Close the Add Queue sub-panel.

Related Tasks

Edit a Queue

You can edit the name of a queue, change its audio prompts, and change its wrap mode settings.

Switch to Edit mode using the Edit switch on the Toolbar.

Click the queue's button in the Element Workflow panel.
Edit the queue's settings in the Edit Queue sub-panel and then click the Edit button.

Note: you can also edit queue settings in View mode by selecting the button in the top right of the CONDUCTOR window and then selecting Edit Queue in the Configuration panel.

When you have edited a queue, the queue details are retained in the Edit Queue sub-panel until you select a different queue or submit changes to another editable item.

Delete a Queue

Switch to Edit mode using the Edit switch on the Toolbar.

Click the hunt group's button in the Element Workflow panel.
Click the Delete button.
Confirm that you wish to proceed with the deletion.
If the queue was connected to services, edit those services so that interactions that were previously routed to the deleted queue are routed elsewhere.