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A queue is a waiting area where incoming or outgoing interactions, such as phone calls, chat messages, or emails, are temporarily stored and managed until they can be directed to the agent for handling.
There are two types of queues in Contact Center:
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Inbound queue: An inbound queue is where the customer contact waits before the system assigns the customer to an agent or a dial number (DN).
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Oudial queue: The outdial queue where the customer contact waits for the system to assign the customer to an agent or DN.
Create a queue
To create a channel:
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Sign in to Control Hub. | ||||||||||||||||||||||||||||||||||||||||||||||||
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Select . | ||||||||||||||||||||||||||||||||||||||||||||||||
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From the Contact Center navigation pane, select . | ||||||||||||||||||||||||||||||||||||||||||||||||
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Click Create queue. | ||||||||||||||||||||||||||||||||||||||||||||||||
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In the General Settings area, configure the following settings:
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Edit a queue
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Sign in to Control Hub. |
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Select . |
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From the Contact Center navigation pane, select to view the list of queues. |
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Click the queue that you want to edit. The queue opens in editable mode.
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Edit the details of the queue refer to steps in create a queue section to edit the fields. |
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Click Save to save the edits else click Cancel to discard the changes. |
Delete a queue
To delete a queue:
Before you begin
Ensure that the queue that you want to delete is in an inactive state.
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Sign in to Control Hub. |
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Select . |
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From the Contact Center navigation pane, select to view the list of queues. |
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Click the queue that you want to delete. |
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Click the delete icon on top right of the page. |
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Click Delete in the confirmation pop-up message to delete the queue. |