Working with Queues

Queues are groups of interactions that are waiting to connect with a resource. Depending on the type of queue, CxEngage routes the interaction to an agent with certain skills. Queue and call routing actions are defined in the flow design.

Working with queues involves:

• Adding Queues
• Enabling Queues
• Creating Queue Versions
• Setting Active Versions of Queues
• Writing Queue Queries using the Advanced Query Editor
• Creating Queue Queries using the Basic Query Builder

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