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Queues

From the main menu bar, hover over Handling and then click Queues. This allows the user to manage queues on the Queues page (Figure 1).

Purpose

A queue holds calls and IMs until an available, appropriately skilled agent accepts the session.

Callers make selections while navigating through the IVR that dictate which queue the call is assigned to. Calls are then held in the assigned queue until an agent is available to take the call.

Clarity Connect uses skills-based routing to assign calls to agents with the appropriate expertise rather than simply choosing the next available agent. This means that agents skilled in Support are assigned a Support skill and can accept calls from the Support queue.

When you create a queue, you associate that queue with a particular business unit (Support, for example), as well as a particular skill or set of skills an agent must have to accept calls from that queue.

A calendar is also associated with that queue. This governs when the queue is open, allowing callers to be routed to agents within the queue, and when the queue is closed, allowing callers to hear closed or holiday messages.

The _Portal Default Queue allows users to edit the default values for all queues that haven't been overridden with queue-specific values.

Actions

Miscellaneous

Search for existing queues by name using the search field, and Sort using the Queue Name column heading arrows.

By default, only enabled queues are visible on the Queues page. Click Show Disabled Queues to display all queues.

If Show Disabled has been used to show all queues, click Hide Disabled Queues to conceal disabled queues again.

Click the Details icon (ellipses) to display settings for the selected queue.

Figure 1 Queues page

Create New Queue

Click Create New Queue to create a queue. The Create Queue page will appear (Figure 2).

Figure 2 Create Queue page

The following fields appear on the Create Queue page:

Queue Name

Enter the queue’s name. This is only visible on the administrative website.

Public Name

Enter the queue’s public name. This name is visible during IM or Web Gateway sessions.

Calendar

Select a calendar to associate with the queue. Calendars govern when a queue is queue is open, allowing callers to be routed to agents within the queue, and when the queue is closed, allowing callers to hear closed or holiday messages. See Calendars for more information.

Business Unit

Select a business unit to associate with the queue. A business unit is a logical separation within the Clarity Connect software. Each business unit has its own agents and queues. See Business Units for more information.

Recording Rule

Select Unset if no special recording option is enabled for this queue. Select Always Record to record all Clarity Connect communications with this queue. Select Never Record to never record any communications involving this queue.

Clarity Connect has several levels of recording rules:

  • Calls in IVR
    • IVR level: always record or never record calls in the IVR. See Configuration Settings for information on managing this setting.
    • Node level: Use the Set Block Recording node to start or stop recording as a caller traverses through the call flow. This rule takes precedence over the IVR level recording rule. See Call Flows for information on using this node.
  • Calls in Queue
    • Portal level: record a set percentage of all incoming calls to the portal. See Configuration Settings for information on managing this setting.
    • Queue level: always record or never record a queue. This rule takes precedence over the portal level recording rule. See Queues for information on managing this setting.
    • Agent level: always record or never record a specific agent’s calls. This rule takes precedence over the portal level and queue level recording rules. See Agent Profiles for information on managing this setting.
    • Agent Console level: if the Record and Stop Recording buttons are visible on the Agent Console, the agent can control his or her call recordings as desired. This takes precedence over the portal level, queue level, and agent level recording rules. The Record and Stop Recording buttons can be hidden from the Agent Console if supervisors do not want their agents to have access to them.

Forwarding URI

Enter the URI for the queue’s voicemail. This can be any of the following:

  • SIP URI (sip:somewhere@domain.com, tel:+12223334444)
  • UM voicemail (sip:somewhere@domain.com;opaque=app:voicemail)
  • Alternate queue (qid:1)

Disabled?

Select this box to disable and conceal the queue on the Queues page. To display any hidden queues, click Show Disabled Queues on the Queues page.

Required Skills

Select the skill boxes required for the agent to be routed a session from this queue. See Skills for details on adding new skills.

Edit Existing Queue

From the Queues page, click the Edit icon (pencil) to modify an existing queue. This will display the Edit Queue page (Figure 3).

Figure 3 Edit Queue page

When an existing queue is modified, the Edit, Business Unit, Agent Details, Phone Hold Treatment, and IM Hold Treatment tabs will display. 

Change Queue Settings

The same fields described above on the Create Queue page will be available to edit, as well as additional fields in the Queue Config Settings section (Figure 4).

This section allows the user to override the default portal configuration values and use values specific to the selected queue. Selecting the check boxes next to the portal setting defaults in Figure 4 will make the field editable. For more information on queue settings that can be overridden, see Configuration Settings.

Editing the Portal Default queue will edit all queues where the Override Portal Default check box is not selected on the Phone Hold Treatment Tab or IM Hold Treatment tab pages.

Figure 4 Queue Config Settings section

Click Save to save any edits to the queue.

Configure After Call Survey

An after call survey is an optional opportunity for the customer to provide feedback after the interaction ends. After call surveys can be configured on a per queue basis in the Queue Config Settings section (Figure 4 and Figure 5). They work with both audio and IM sessions.

Figure 5 After call survey settings

Edit the following settings to enable an after call survey:

Survey Call Flow

Select the check box to enable an after call survey, and then select the after call survey call flow to use from the drop-down menu of existing call flows. To set up an after call survey call flow, see Call Flows.

An after call survey is a simple call flow consisting of a few questions. Clarity Connect recommends keeping the call flow brief (one to four questions) to ensure callers complete the survey. It is easiest to create the survey using Prompt nodes. For example, select Synthesized Text from the Main Prompt drop-down menu in the Prompt node. Populate the Synth field with, How helpful were we today? Press 1 for very helpful. Press 2 for somewhat helpful. Press 3 for not helpful. Create a Results branch for each option (1, 2, and 3), and ensure each branch points to the same next node so the caller answers each survey question.

Survey DTMF Tone

Select the check box to initiate an after call survey when the caller enters a DTMF tone (phone touch key).

Select the DTMF tone (phone touch key) the caller must enter to initiate the after call survey. The caller may enter the selected DTMF tone at any time while on hold, but the after call survey will only be presented after the agent hangs up.

After enabling an after call survey, be sure to configure a hold message on the Phone Hold Treatment tab or IM Hold Treatment tab to instruct the caller on how to complete an after call survey. Example: Please press 9 if you have a few minutes to complete a customer satisfaction survey after this call.
Because the after call survey is only presented after the agent hangs up, agents should instruct callers to remain on the line to complete the after call survey.

Automatically Run Survey Flow

Select Portal Default to follow the Portal Default settings, which are indicated in parentheses (True or False).

Select True to automatically present the after call survey when the agent hangs up. This will override the Survey DTMF Tone setting and present the survey regardless of whether the caller presses the selected DTMF tone.

Select False to disable automatically presenting the after call survey. If an after call survey is enabled through the Survey DTMF Tone setting, the after call survey will still be presented if the caller enters the appropriate DTMF tone.

To view after call survey results, use the Quick IVR Heatmap report or the Node Report. See Reports for more information.

Change BU Authorizations

The Business Unit tab allows the user to assign or un-assign teams associated with the queue and assign the business unit the particular queue is associated with (Figure 6). See Business Units for more information.

Figure 6 Business Unit tab

Click Save to save any edits to the business unit associations.

View Skilled Agents

The Agent Details tab provides a list of all agents appropriately skilled for the queue in the order in which they would be allocated sessions in that queue (Figure 7).

For the sake of completeness, all agents are listed on the Agent Details page, even if they are not able to accept a session due to an unavailable Skype for Business presence.
The order of agents listed on this page is roughly equivalent to the order the agents will be routed to a session that comes into the queue.

Figure 7 Agent Details tab

Configure Phone Hold Options

The Phone Hold Treatment tab allows the user to manage the experience a caller has while waiting in queue for an agent to answer the session (Figure 8 and Figure 9). Selecting the Override Portal Default check box in each section will make the fields editable and allow the user to override the system default hold behavior with values specific to the selected queue.

The only variables that are accepted on the Phone Hold Treatment tab are estimated wait time, or {t}, and the number of callers ahead in line, or {n}.

Figure 8 Phone Hold Treatment tab

Figure 9 Phone Hold Treatment tab (continued)

Click Save to save any changes to the phone hold settings.

Configure IM Hold Options

The IM Hold Treatment tab allows the user to manage the experience an IM session has while waiting in queue for an agent to answer the session (Figure 10 and Figure 11). Selecting the Override Portal Default check box in each section will make the fields editable and allow the user to override the system default IM hold behavior with values specific to the selected queue.

The only variables that are accepted on the IM Hold Treatment tab are estimated wait time, or {t}, and the number of callers ahead in line, or {n}.

Figure 10 IM Hold Treatment tab

Figure 11 IM Hold Treatment tab (continued)

Click Save to save any changes to the IM hold settings.