Queue Management in Campaign

Queues Tab in the Campaign Settings allows you to create and manage the queues.

Figure: Queues Tab

Create Queue

Perform the following steps to create a queue.

1. Click "Add Queue" button on the top right corner to create a queue. It shows the following page.

   

   Figure: Create Queue

2. Provide a name for the queue.
3. Select a value for the queue priority. This value will be used for "Priority" type queues.
4. Request Queue Type: It lets you define which customer customer will be served first if more than one customers are waiting in the queue.
   1. Queue FIFO: FIFO stands for First In First Out. If request queue type is FIFO and two customers are waiting in queue for agent, the customer who is first to reach in the queue would be connected first to the available agent.
   2. Queue Priority: Nodeflow can be used to decide the priority of any customer. If two customers (customer1 with priority 1 and customer2 with priority 2) are waiting in the queue and customer1 is the first to reach in queue, then customer2 who have higher priority will be connected to the agent first.
      Other Example: The priority can be applied to the queue also. If customer1 (who reached earlier) is waiting in Queue1 having priority 1 and customer2 (who reached late) is waiting in the Queue2 having priority 2, and if only one agent is serving both queues, then agent will be connected to Customer2 first because of the higher priority of its Queue2.
5. Resource Scheduler Type: It will let you decide which agent would be connected to the customer when two agents are available to take the chat or call. Select any of the following options.
   1. LRU: It stands for "Least Recently User". As per this algorithm, the communication (chat or call) will be connected to the agent who has been used very least recently.
   2. Multiple Extension: Select it if the agents have multiple extensions and they are supposed to attend multiple communications (chat or call) simultaneously. One agent can be connected to two customers in the same queue.
   3. Multimedia Based: Select it only if the agents have to take chat and Inbound calls simultaneously.
   4. Skill Based:Select it to connect the communication (chat or call) to that agent who have more skill level than others.
6. Transferable: Select it to transfer the communication call or chat from this new queue to another queue.
7. Provide a description for the queue.
8. Assign Users in Queue: Select the users in "Available Users" section and click icon.

   To unassign a user, select the users in "Assigned Users" and click icon.

   

   Figure: Sample Details to create a Queue

9. Click "Apply" to create the queue.
   Rather, you can click "Cancel" to discard the changes.

You can create multiple queues using these steps.

Figure: List of Queues

You can edit or delete a queue.