Queues

The visual queue editor is a tool for the supervisor (or admin) to create and edit queues.

The editor can be found in FrontStage administration, section Metadata ‣ Queues. You need the EditProject role.

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The running editor displays a list of all the queues.

In the upper right corner there are buttons for interacting with the records:

  • Create queue - displays a popup window to create an queue

  • Delete queues - deletes the marked record in the list

  • Save changes

Press Create Queue to open a popup window where you enter the name of the queue and group, by confirming you go to the form.

The Detail tab

  • ID - system generated GUID

  • Type name - Designation of the queue type, used for sorting and bulk wiring

  • Display name - User defined name

  • Description - for easier identification by the administrator

  • Automatic PCP status - If autofill is enabled (parameter below is filled in), this status is selected. A specific status tied to the call of this queue can be set. Valid for both incoming and outgoing calls.

  • Post call pause [s] - Automatically switches to the fill status, immediately after the call ends. Valid for both incoming and outgoing calls.

    • NULL - the function is disabled. The fill status is not automatically enabled.

    • 0 - unlimited switching, the status must be terminated by the agent itself

    • positive number - the number of seconds after which the status will exit itself and switch back to the ready status if in the meantime the agent has not changed the status “manually”

  • Group name - The name of the queue group to which the record belongs. Used for sorting and bulk wiring.

  • Inbound wrap delay - Request to write the result of an incoming call.

    • NULL - we do not wait for CallResult, function disabled

    • 0 - waiting indefinitely

    • positive number - we wait for a maximum of the specified time, if there is no filling, an empty value is written into CallResult and the processing is terminated.

  • Average warn call time [s] - the amount of time the agent will be warned that he should handle the call

  • Outbound wrap delay - Request to write outgoing call result.

    • NULL - we do not wait for CallResult, function disabled

    • 0 - waiting indefinitely

    • positive number - we wait for a maximum of the specified time, if there is no filling, an empty value is written into CallResult and the processing is terminated.

  • Average alarm call time [s] - the amount of time the agent will be warned more strongly that he should handle the call (higher emphasis than for Average warn call time [s])

  • Average call time [s] - The normal average call length in seconds, for the given queue. It can be manually specified, or calculated by a suitable algorithm from statistics.

  • Average message or task time [s] - Normal average message/task length in seconds, for the given queue. Can be manually specified, or calculated by a suitable algorithm from statistics.

  • Call duration (capacity plan) [s] - definition of average duration, for reporting etc.

  • Average chat time [s] - The normal average chat length in seconds, for the given queue. It can be manually specified, or calculated by a suitable algorithm from statistics.

  • Manual Dispatch - Indication that the call of the queue should not be distributed automatically.

  • Holiday group - The name of the calendar that is used to calculate the effective wait time when evaluating message wait conditions (MessageWaitPostCondition).

  • Capacity plan- The plan controls the number of scheduled outbound calls so the amount for a given time and queue does not exceed the agent’s maximum capacity. The agent schedules his outbound calls on a specific time range. If the given range is already fully occupied, the plan will cause, that when trying to schedule an outbound call, the closest free time range is offered.

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Distribute tab

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  • [1] - Indication whether the channel can be distributed from the unified queue for the given queue

  • [2] - Preference (+) or penalty time (-) of the channel for the queue

SLA tab

The limits entered are related to the customer SLA service, where the values are used to evaluate in-limit/out-of-limit communication and the rate of customer requests. The results can be displayed within the supervisor part of TeamsClient.