There are two types of queues in Contact Center:

  • 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).

  • 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:

1

Sign in to Control Hub.

2

Select Services > Contact Center.

3

From the Contact Center navigation pane, select Customer experience > Queues.

4

Click Create queue.

5

In the General Settings area, configure the following settings:

channel

Description

Name

The name of the queue.


 

The Name can’t exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

Description

A short description of the queue.

Queue Type

Choose a Inbound queue, and Outbound queue.

Channel Type

Choose a channel type, such as Chat, Email, Social Channel, and Telephony.

Contact Routing Settings

Description
Outbound Campaign

This toggle button is displayed for outdial queues.

If the toggle button is enabled, then the Call Distribution and Queue Routing Type fields are displayed. This field cannot be edited later. The Longest Available Agent is the only supported queue routing type for outdial queues.

Queue Routing Type

The supported queue routing types are:

  • Longest Available Agent: Calls are routed to the agent who has been available for the longest time in all teams assigned to the queue in the Call Distribution section.

  • Skills Based: Calls are routed to agents based on skill requirements configured in the Flow that is associated with the channel.

    The Skills Based routing type is available only if your queue is provisioned with Channel Type as Telephony.

    When you select Skills Based as the routing type, two other options appear for you to specify how to route a call when more than one agent with the required skill set is available:

    Longest Available Agent: The call is routed to the agent who has been available for the longest duration.

    Best Available Agent: The call is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skill-based Routing Types.

You cannot edit the Queue Routing Type after the queue is saved.

Call Distribution

Add Group

Add a Call Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute calls to more teams as time in queue progresses.

Advanced settings

Permit Monitoring

Click Yes or No to specify whether users can monitor the calls.

This setting is available for the Telephony channel type.

Permit Recording

Click Yes or No to specify whether the system can record the calls.

If you enable Record All Calls in the Tenant settings, you cannot disable Permit Recording from the queue.

This setting is available for the Telephony channel type.
Record All Calls

This setting is available if you enable Permit Recording.

Click Yes or No to indicate whether the system can record all the calls for this queue.

If you enable Record All Calls in the Tenant settings, you cannot disable Permit Recording from the queue.

This setting is available for the Telephony channel type.
Pause/Resume Enabled

Click Yes or No to specify whether the agents can pause and resume a call recording. For example, the agent can pause call recording while discussing sensitive information from the customer, such as credit card details.

If you enable the Pause/Resume Enabled feature in the Tenant settings, the system overrides a No setting here. For more information, see Tenant Settings.


 

Agents can use this feature if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.

Recording Pause Duration

This setting is available if you set Pause/Resume Enabled to Yes.

This setting specifies the time in seconds, after which the recording resumes automatically.

This setting is available for the Telephony channel type.
Service Level Threshold Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

Maximum Time in Queue

Enter the time after which the contact (all media types) is terminated.

Default Music in Queue

Select the name of the audio (.wav) file to play for calls when the calls arrive or wait in the queue. This is the default audio file.

For more information, see Audio Prompts.


 

If Play Music is not configured in the Queue Contact activity, then the default music file is played.

Time Zone (Routing Strategies Only)

(Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the channel.

Edit a queue

To edit or delete a queue:

1

Sign in to Control Hub.

2

Select Services > Contact Center.

3

From the Contact Center navigation pane, select Customer Experience > Queues to view the list of queues.

4

Click the queue that you want to edit.

The queue opens in editable mode.
5

Edit the details of the queue refer to steps in create a queue section to edit the fields.
6

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.

1

Sign in to Control Hub.

2

Select Services > Contact Center.

3

From the Contact Center navigation pane, select Customer Experience > Queues to view the list of queues.

4

Click the queue that you want to delete.
5

Click the delete icon on top right of the page.
6

Click Delete in the confirmation pop-up message to delete the queue.