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Sign in to Control Hub.

Select Services > Contact Center.

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

Click Create queue.

In the General section, perform the following:

1. In the Name field, enter the name of the queue.

   Queue name can’t exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

2. In the Description field, enter a short description of the queue.

3. From the Contact direction drop-down list, choose Inbound queue or Outdial queue.

4. In the Channel type field, choose Chat, Email, Social channel, or Telephony.

5. For field descriptions and restrictions, refer to the queue settings table.

In the Contact routing settings section, turn OFF the Use skills-based routing for this queue switch.

1. For team assignment, choose Teams in the Agent assignment field.

   Longest available is selected as the default routing pattern.

2. In the distribution section for the selected channel, click Create a group.

   For Telephony, the section is Call distribution. For Chat, Email, and Social channel, the sections are Chat distribution, Email distribution, and Conversation distribution.

3. In the Group modal, enter the Priority and Add group after values.

4. Choose one or more teams to add to the group.

5. Click Save to add the group to the Group details list.

6. Repeat these steps to create the required groups with the specified time delays.

7. For direct agent assignment, choose Agents in the Agent assignment field.

   Circular is selected as the default routing pattern for non-skill-based queues with agent assignment.

8. In the Agents section, search for and select the required agents by name or email ID. You can add up to 1000 agents in the desired routing order.

9. (Optional) Turn ON Edit agent order and arrange the agents by dragging them or using the controls in the Action column.

In the Pause and resume section, configure whether agents can pause and resume digital interactions. This setting applies to channels other than Chat and Telephony.

1. Turn ON or OFF the Allow pause/resume for digital interactions switch.

2. When pause and resume is enabled, configure the Time-out limits for the selected channel.

   • Social—Maximum: 7 days. Provide the ability to choose days, hours, and minutes through separate drop-down menus.

     • If 7 days is selected, hours and minutes cannot be selected.

     • If 6 or fewer days is selected, allow administrators to choose up to 23 hours and 59 minutes.

   • Email—Maximum: 14 days. Provide the ability to choose days, hours, and minutes through separate drop-down menus.

     • If 14 days is selected, hours and minutes cannot be selected.

     • If 13 or fewer days is selected, allow administrators to choose up to 23 hours and 59 minutes.

3. Review How time-outs and re-queuing work to understand recovery behavior.

   If a paused interaction times out or the customer replies while it is paused, the system first tries to reassign it to the agent who paused it. If that agent is unavailable, the interaction returns to its original queue, where it can be automatically reassigned or manually self-assigned, depending on your settings.

In the Advanced Settings section, perform the following:

1. Turn ON or OFF the Service monitoring switch to specify whether users can monitor the calls. This setting is available for the Telephony channel type.

2. Turn ON or OFF the Allow recording switch to specify whether the system can record all the calls for this queue. This setting is available for the Telephony channel type.

3. Turn ON or OFF the Manual-assigned contacts by agents switch to allow self assignment of digital interactions for an agent. This setting is applicable to non-voice channels such as Chat, Email, and Social channels. When you turn on this switch, the selected queue is added to the Queued tab in Agent Desktop, allowing agents to pick interactions from it.

4. In the Service level threshold field, enter the time that a customer request can be in a queue before the system flags it as outside the service level.

   You cannot configure a Service level threshold for social channels.

5. In the Maximum time in queue field, enter the time after which the contact is terminated.

6. In the Default music in queue field, choose the name of the audio (.wav) file to play for calls when they arrive or wait in the queue. For more information, see Manage audio files.

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

7. (Optional) In the Time zone (routing strategies only) field, choose the time zone of the channel if your organization administrator enables Multiple Time Zone for your enterprise.

Sign in to Control Hub.

Select Services > Contact Center.

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

Click Create queue.

In the General section, perform the following:

1. In the Name field, enter the name of the queue.

   Queue name can’t exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

2. In the Description field, enter a short description of the queue.

3. From the Contact direction drop-down list, choose Inbound queue or Outdial queue.

4. In the Channel type field, choose Chat, Email, Social channel, or Telephony.

5. For field descriptions and restrictions, refer to the queue settings table.

In the Contact routing settings section, turn ON the Use skills-based routing for this queue switch.

1. In the Skill assignment type field, choose Assign skills to the queue or Assign skills in flows.

2. For Assign skills to the queue, the Skill requirements card is selected by default in the Agent assignment field.

3. For Assign skills in flows, the Teams card is selected by default in the Agent assignment field.

4. In the Routing pattern field, choose Longest available or Best available.

   • Longest available selects the agent who has been available the longest when multiple agents meet the skill requirements.
   • Best available selects the agent with the highest proficiency in the required skill.

5. For Assign skills to the queue, in the Skill requirements section, click Add skill requirements.

6. Choose the required skill matrix for the queue: Skill type, Skill name, Condition, Skill value, and Weight.

   Weight applies only to the Best available routing pattern. If you do not configure a value, the default value of 1 is applied to the skill.

7. (Optional) If AutoCSAT is enabled for your organization, select AutoCSAT as a queue skill requirement.

8. Click Add skill requirement to add more skill requirements.

9. Click Save to return to the Create queue page.

10. (Optional) Click View assigned agents to view agents matched to the selected skill requirements.

11. For Assign skills in flows, in the distribution section for the selected channel, click Create a group, enter Priority and Add group after, choose one or more teams, and click Save.

    For Telephony, the section is Call distribution. For Chat, Email, and Social channel, the sections are Chat distribution, Email distribution, and Conversation distribution.

12. Repeat the group creation steps to add the required teams and time delays.

In the Pause and resume section, configure whether agents can pause and resume digital interactions. This setting applies to channels other than Chat and Telephony.

1. Turn ON or OFF the Allow pause/resume for digital interactions switch.

2. When pause and resume is enabled, configure the Time-out limits for the selected channel.

   • Social—Maximum: 7 days. Provide the ability to choose days, hours, and minutes through separate drop-down menus.

     • If 7 days is selected, hours and minutes cannot be selected.

     • If 6 or fewer days is selected, allow administrators to choose up to 23 hours and 59 minutes.

   • Email—Maximum: 14 days. Provide the ability to choose days, hours, and minutes through separate drop-down menus.

     • If 14 days is selected, hours and minutes cannot be selected.

     • If 13 or fewer days is selected, allow administrators to choose up to 23 hours and 59 minutes.

3. Review How time-outs and re-queuing work to understand recovery behavior.

   If a paused interaction times out or the customer replies while it is paused, the system first tries to reassign it to the agent who paused it. If that agent is unavailable, the interaction returns to its original queue, where it can be automatically reassigned or manually self-assigned, depending on your settings.

In the Advanced Settings section, perform the following:

1. Turn ON or OFF the Service monitoring switch to specify whether users can monitor the calls. This setting is available for the Telephony channel type.

2. Turn ON or OFF the Allow recording switch to specify whether the system can record all the calls for this queue. This setting is available for the Telephony channel type.

3. Turn ON or OFF the Manual-assigned contacts by agents switch to allow self assignment of digital interactions for an agent. This setting is applicable to non-voice channels such as Chat, Email, and Social channels. When you turn on this switch, the selected queue is added to the Queued tab in Agent Desktop, allowing agents to pick interactions from it.

4. In the Service level threshold field, enter the time that a customer request can be in a queue before the system flags it as outside the service level.

   You cannot configure a Service level threshold for social channels.

5. In the Maximum time in queue field, enter the time after which the contact is terminated.

6. In the Default music in queue field, choose the name of the audio (.wav) file to play for calls when they arrive or wait in the queue. For more information, see Manage audio files.

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

7. (Optional) In the Time zone (routing strategies only) field, choose the time zone of the channel if your organization administrator enables Multiple Time Zone for your enterprise.

Sign in to Control Hub.

Select Services > Contact Center.

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

Click the queue that you want to edit.

Edit the details of the queue. Refer to the steps in the Create a queue section to edit the fields.

Click Save to save the edits else click Cancel to discard the changes.

Sign in to Control Hub.

Select Services > Contact Center.

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

Click the queue that you want to delete.

Click the delete icon on top right of the page.

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