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call statistics such as 'Wait Times', 'Abandonment Rate' and 'Average Call times.
Use Queue Name Variable
If set then the Queue name is set using the contents of the Route Variable specified in the Queue Name Variable field.
Queue Name Variable
The name of a variable which contains the name of the Queue to send the call to.
If 'Use Queue Name Variable' is checked then the value is in this field is used as the name of a Route Variable. The contents of that route variable are used as the Queue name to place the call into.
You can create new Queues from the 'Queue' menu item under the 'Call Handling' menu.
Queue
The name of the Queue to send the call to.
If 'Use Queue Name Variable' is NOT checked then the value is in this field is used as the name of the Queue to place calls into.
You can create new Queues from the 'Queue' menu item under the 'Call Handling' menu.
Timeout
Controls how long the call should wait in the Queue before dropping out of the Queue and progressing to the
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Calls that come in via the premimum premium DID can be assigned a higher priority (where 1 is the highest).
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If checked start a new recording leg when call answered in queue.
Queue Status
You can check the return status of the queued call by selecting the 'Variable Overloading' option and entering a 'Variable Base Name'.
If you set the value of the 'Variable Base Name' to 'SupportQueue' then the status will stored in a variable called 'SupportQueue.status'.
The available return codes are:
- ANSWERED - the call was answered
- TIMEOUT - the call wasn't answered because the timeout expired
- FULL - the call was rejected from the queue because the queue was full.
- JOINEMPTY - when the call attempted joined the queue there were no members in the queue so the call was rejected.
- LEAVEEMPTY - the last agent was removed form the queue before all calls we handled. The remaining callers exit with this status.
- JOINUNAVAIL - same as JOINEMPTY, except that there were still queue members, but all were status unavailable
- LEAVEUNAVAIL - same as LEAVEEMPTY, except that there were still queue members, but all were status unavailable.