Adding Escalation Queries

Use escalation queries to broaden your queue query the longer that a call waits in a queue. By making your query less restrictive, more resources are eligible to answer the call the longer that a caller waits. Therefore, the call doesn't wait too long in the queue unanswered. You can create multiple escalation queries for longer lengths of time, such as after the caller has waited 30 seconds, 2 minutes, and 5 minutes.

For example, if your queue query searches for an available resource that is part of the Premium Support group, you can broaden the query to search for more resources after a caller waits unanswered in the queue for a certain amount of time. You can create an escalation query so that if the caller waits unanswered for 30 seconds, the query will also search for any available resource that is part of the All Support group. Because you've made your query less restrictive by also including members of the All Support group, your high priority caller can be answered more quickly.

Add escalation queries to a new queue or queue version in Flows > Queues:

  1. Under Escalation Query, click the plus sign next to Add level 1 search query.

    For any additional escalation queries that you create after the first one, click the next level such as Add level 2 search query or Add level 3 search query.

  2. In If a call is not answered within, enter the amount of time that a call must wait unanswered in the queue to action the escalation query.
    • Time value: In the first text box, enter the time value or click the arrows to select a time value. For example, enter 5 for 5 minutes.
    • Time unit: In the drop-down menu, select the unit of time, either seconds or minutes. For example, select minutes for 5 minutes.
  3. In the Add a filter drop-down menu, select a Skill, Group, or User
  4. Click the plus sign .
  5. Select the corresponding skills, groups, or users.

    See Creating Queue Queries using the Basic Query Builder for more information on using the basic query builder.

  6. Click the plus sign to add the skill, group or user.
  7. Repeat steps 3-6 to add a different filter type.
  8. Repeat steps 1-7 to add additional levels of search queries.

Important notes:

  • The length of time that you enter for each escalation query must be greater than the previous level.
  • Each escalation query replaces the previous query. If you want a certain criteria to carry over in each query, you must add it in each escalation query. For example, if your original query searches for a member of the Tier 1 group, but after the caller waits for 30 seconds you want to broaden your query to also include the Tier 2 group, both Tier 1 and Tier 2 must be included in your new escalation query.

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