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SUP 1.7 Create a queue

SUP 1.7 Add New Queue Form

Add New Queue opens a dialogue with the same title. Both fields are marked mandatory with an asterisk.

  1. Open المشرف > طوابير الانتظار.
  2. حدد Add New Queue.
  3. أدخل Queue الاسم, placeholder Enter queue name (e.g. Support Queue). الاسم it for the service the caller wants, for example Billing, not for the team that currently owns it.
  4. حدد the Queue Type. The options are Voice - Inbound (the default), Voice - Power, Voice - Preview, Voice - Progressive and Chat Queue.
  5. حدد Add Queue, or إلغاء.
  6. Open the new queue and complete all five tabs: نظرة عامة, المشرف, الوكلاء, المكالماتer Experience and الإعدادات.

Pacing modes vs Inbound queues. The three dialler types are outbound modes, not inbound queues. Power, Preview and Progressive are the pacing modes an outbound dialler steps through, which is also where the Parallel Dialing campaign type on the البث list fits (BRD 2.1). For a queue that answers incoming callers, choose Voice - Inbound; for a queue of chat conversations, Chat Queue.

Record the Queue Type you chose. The نظرة عامة tab can render Queue Type blank (see SUP 1.2), so your own note may be the only readable record of it.

A new queue is not ready when it is created. It has no agents, no phone number, no wait music and no disposition. Work step 6 in that order, and assign the phone number last, so no caller reaches the queue before it can answer.

Figure key, Add New Queue form​

  1. عنوان النموذج, Add New Queue.
  2. Queue الاسم field, mandatory.
  3. Queue Type selector, mandatory: Voice - Inbound, Voice - Power, Voice - Preview, Voice - Progressive, Chat Queue.
  4. إلغاء button.
  5. Add Queue button.