Queue Advanced 6.5

The Advanced Tab allows you to configure some of the more advanced queue features.

Fields

Field	Explanation
Agent Timeout	Controls how long (in seconds) a call will ring on an Agents phone before it is considered a missed call and the Queue will search for the next available Agent.
Use Extended Wrap	When checked Agents have control over when the Wrap period ends via Noojee Vision. At the end of a call Noojee Vision will pop open 'Wrap' window with a timer. When the Agent has completed their post call work they click 'End Wrap' to make themselves available. If the user fails to End Wrap before entering Extended Wrap they will get an audible alert which they can Snooze or Sleep if required.
Leave When Empty	If checked and a call is in a queue when the last Agent logs out of the Queue the call will be ejected from the Queue and will be handled by the next Route Step. If there is no next Route Step then the call will hangup.
Join When Empty	When a call is about to enter a queue if there are no Agents logged into the Queue then the call will rejected by the Queue and handled by the next Route Step. If there is no next Route Step then the call will hangup.
Auto Pause	If an Agent fails to answer a call within the defined 'Ring Cycle' period, then the Agent will be automatically Paused in the Queue and their Pause reason set to 'Missed Call'.
Priority Escalation	If checked that calls will automatically have their priority increased over time. This is useful in high volume call centres that can can get a steady stream of high priority calls. Without priority escalation low priority calls can end up waiting indefinitely. Priority escalation ensures that low priority calls gradually have their priority escalated until they are eventually handled.
Escalation Delta Per Minute	The amount to increment the calls priority by.
Escalation Limit	The maximum priority the call can be escalated to. This is useful if you have certain extreme priority calls that must always be handled first. By adding these extreme priority calls with a priority value greater than the Escalation limit you are guaranteed that they will always be dealt with first regardless of what other or how long other call have been waiting.