Adding Queues
Queues route calls using queries that are built using a simple scripting language. Once you create a queue, you can link it to a flow. You can create queues that:
- Are associated with a specific campaign
- Act as your day-to-day inbound or outbound queue
For example, you can create a queue that routes callers who speak a particular language to resources who speak that language.
To create a queue:
- Go to Flows > Queues.
- Click Create.
- Enter a Name and, optionally, a brief Description for the queue.
- In the Query field, select which resource or groups of resources to route the call to.
- Query Builder: In the Basic Query Builder, use the query filters to select which skills, users, and groups that the queue searches for. See Creating Queue Queries using the Basic Query Builder
- Show Advanced Query Editor: If you prefer to write queries using the Advanced Query Editor, click Show advanced query editor to enter a query. See Writing Queue Queries using the Advanced Query Editor. To return to the Basic Query Builder, click Show basic query builder.
- Optionally, add escalation queries to change which resource or group of resources that are searched for the longer that the caller waits in the queue.
Making the query less restrictive the longer that the caller waits means that more resources are eligible to answer the call. Therefore, your caller won't wait as long unanswered. See Adding Escalation Queries.
- Set the minimum, maximum, and rate of priority increase.
Priority determines how high a call's priority increases based on how long it waits in the queue. Calls with a higher priority are handled first. See Setting Queue Priority.
- Optionally, select a Service Level Agreement (SLA).
By default, your tenant's default SLA is selected. You can chose from any of the SLAs available on your tenant.
- Click Submit.
