<Queues and Routing Report How to navigate to this page> Typical display>
Manage the properties of an individual queue entry.
General Tab
Details to uniquely identify the queue.
| • | Name - the name of the new ACD queue device; |
| • | Description - a textual description of the new ACD queue device. |
Agent Groups Tab
Click the Assign Agent Groups button and select the required group(s) by checking the box to the right and then clicking the Assign button. This results in a new entry:
| • | Agent Group - the name of the selected agent group; |
| • | Priority - the priority of the agent group (1 to 255). Only calls that have an equivalent or higher priority (assigned by the routing script) will be allocated to an agent in this group. |
| • | Create - A new agent group can be created by clicking the Create button; |
| • | Delete - An entry can be deleted by clicking the Remove button to the right of the entry. |
Visibility Tab
Allows the setting of individual users and user groups that are allowed to view this queue in the MIS displays.
| • | User Groups - set which user groups can view this queue; |
| • | Users - set which users can view this queue. |
Use the arrow keys to move an item between Available and Selected.
Advanced Tab
Defines limits and other details that govern how this queue operates.
| • | Maximum Queue Length - specifies the maximum number of calls permitted on the queue (0 means that there is no limit); |
| • | Default Call Priority Level - specifies the default priority level assigned to a call when it enters the queue. This value may be overridden within the CallDirector script. There are a total of 255 levels, 1 being the lowest and 255 the highest; |
| • | Call Priority Timeout - specifies how quickly (in seconds) a call's priority will rise once it has entered a queue. The priority increases by 1 each time until the maximum is reached. If this value is 0 the priority does not change. |
Operations
From here you can:
| • | Save - click the Save button to apply the changes. If this is a new entry it will appear on the Queues and Routing report; |
| • | Delete - click the Delete button to remove the entry. |