Creating Queue Queries using the Basic Query Builder

Queue queries enable you to send calls to the best possible resource. You can create queries using the Basic Query Builder or write them using the Advanced Query Editor. To add skills or groups to a new queue or a new version of a queue, go to Flows > Queues. Use the basic query builder to add skills, groups, and users to queue queries and escalation queries.

Adding Skills to Queue Queries

Add skills to your queue query to route calls to specific resources with defined skills.

  1. Next to Add a filter in the queue details panel, click Select filter.
  2. Select Skills.
  3. Click the plus sign .
  4. Under Skill Filters, select the skills for the queue to search for.
    • All of these skills: Denotes AND logic. The resource must have all of the skills selected.

      If you select the skills: English, French, and Technical Support, the resource must have all of these skills in order to have the call routed to them. If a resource only has English and French, the call won't route to them because they don't also have the Technical Support skill.

    • Any of these skills: Denotes OR logic. The resource can have any of the skills selected.

      If you select the skills English and French, the call can route to resources that have one or more of the skills selected. In this example, to have the call routed to them, the resources can have:

      • Only English as a skill
      • Only French as a skill, or
      • Both English and French as skills

    Adding skills to both an Any off these skills and All of these skills denotes AND logic. Resources must satisfy both requirements to have the call routed to them.

    If you select these skills for your queue query:

    • Any of these skills: Troubleshooting, Technical Support
    • All of these skills: English, French

    Based on this query, resources can have:

    • Troubleshooting, English, and French as skills
    • Technical Support, English, and French as skills, or
    • Troubleshooting, Technical Support, English, and French as skills
  5. If applicable, set the proficiency:

    • Proficiency at Least: The resource's proficiency must be equal to or greater than the proficiency level entered.

      If you select a skill called Troubleshooting and set the proficiency level as at least 8, the call can route to a any resource with a proficiency level of 8 or higher, such as 8 or 10, for Troubleshooting.

    • Proficiency at Most:The resource's proficiency must be equal to or less than the proficiency level entered.

      If you select a skill called Troubleshooting and set the proficiency level as at most 3, the call can route to any resource with a proficiency level of 1, 2, or 3 for Troubleshooting.

    • Proficiency Exactly: The resource's proficiency must be equal to the proficiency level entered.

      If you select a skill called Troubleshooting and set the proficiency level at exactly 5, the call can only route to a resource with a proficiency level of 5 for Troubleshooting. The call won't route to a resource with any other proficiency level, such as 4 or 6, for that skill.

  6. Click the plus sign .
  7. Optionally, repeat steps 4 to 6 to add more skills.
  8. Optionally, click the status indicator beside Sort by Proficiency to enable it.
    Note: Sort by Proficiency is only available with Advanced Routing. Contact your Customer Service Manager for more information.
  9. Next to Sort by skills, click Select Skill.
  10. Choose the skill by which you want the queue to be sorted.
  11. Click Select order.
  12. Choose if you want to sort the skill proficiency by Ascending or Descending order.
  13. Click the plus sign .
  14. Optionally, repeat steps 9 to 13 to add more skills to the sort order.

Adding Groups to Queue Queries

Add groups to your queue query to route calls to specific resources that are members of a defined group.

  1. Next to Add a filter in the queue details panel, click Select filter.
  2. Select Groups.
  3. Click the plus sign .
  4. Under Group Filters, select the skills for the queue to search for.
    • All of these groups: Denotes AND logic. The resource must be a member of all of the groups selected.

      If you select groups called Tier 1 Support and Tier 2 Support, the call routes to resources that are members of both Tier 1 Support and Tier 2 Support. If a resource is only a member of Tier 1 Support, the call won't be routed to them.

    • Any of these groups: Denotes OR logic. The resource must be a member of any of the groups selected. They must be a member of at least one of the groups selected.

      If you select the groups called Tier 1 Support and Tier 2 Support, the call can route to resources that are members of:

      • Only Tier 1 Support
      • Only Tier 2 Support, or
      • Both Tier 1 Support and Tier 2 Support

    Adding groups to both an Any off these groups and All of these groups denotes AND logic. Resources must satisfy both requirements to have the call routed to them.

    If you select these groups for your queue query:

    • Any of these groups: Admin, Sales
    • All of these groups: Leads, Trials

    Based on this query, resources must be members in these groups: 

    • Admin, Leads, and Trials,
    • Sales, Leads, and Trials, or
    • Admin, Sales, Leads, and Trials
  5. Click the plus sign .
  6. Optionally, repeat steps 4 and 5 to add more groups.

Adding Users to Queue Queries

Add users to your queue query to route calls to a specific resource.

  1. Next to Add a filter in the queue details panel, click Select filter.
  2. Select Users.
  3. Click the plus sign .
  4. Under User Filters, select the name of the resource for the queue to find.
    • Any of these users: Denotes OR logic. The call will only route to one of the users listed.

      If you select the users called John Smith, Jamie Johnson, and Mary Melanson, the call routes to any of these resources. The call won't route to any other resources.

  5. Click the plus sign .
  6. Optionally, repeat steps 4 and 5 to add more users.

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