Queues

From the new queues page, you can search by queue name in the table and customize the columns in the table according to your needs.

From the Table Settings section, you can fix the column you want, change its order, or show/hide it.

You can edit or delete queues from the action menu
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We have grouped the queue settings under menus on the left.

You need to save each change made for the General, Users, Queue Notification, Transfer, Chat, Video Call, Missed Call Tracking menus while in the relevant menu.

Basically, you can create a queue by making the following definitions. Queue name: The name to be given to the queue is written.

Priority: When more than one queue is created, it is used to give priority to the queue that the incoming calls are desired to fall into first.

Service Level: The time period for which incoming calls are desired to be answered is defined. SL calculation is made accordingly.

Service Level Target: It is found by the ratio of calls answered within the defined period to calls answered outside this period.

Waiting Time: It is the waiting time in wrap-up status when the call ends.

Short Call Time: Calls that are closed in the queue without being answered within the specified period.

Ringing Time: It is the ringing time after the call is dropped to the customer representative.

Pop up: It is defined to open the desired pop-up screen in front of the customer representative when a call comes.

Hold Music: It is the music that the caller listens to while waiting in the queue.

Outgoing Call Prefix: It is defined for each queue. It should not be the same number as other queues.