Queue Advanced

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

Fields

Field	Explaination
Service Level	The amount of time you have to answer a call before you are considered in breach of your organisations committed service levels. This value controls reporting on SLA, Grade of Service and 'Abandonment after SLA'.
Ring Cycle	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.
Pause Reason Set	If set when an Agent Pauses themselves the system (Noojee Vision) will request that the Agent enter a Pause reason from the selected Set of available Pause reasons.
Stop Reason Set	If set when an Agent Stops (logs out) themselves the system (Noojee Vision) will request that the Agent enter a Stop reason from the selected Set of available Stop reasons.
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'.
Global Auto Pause	If Auto Pause is on and Global Auto Pause is on and the Agent is Automatically Paused (by missing a call in this Queue) then the Agent will be paused in all other Queues that have Global Auto Pause enabled. If Auto Pause is on and Global Auto Pause is off then if the Agent misses a Call in this queue they will be paused on only this Queue. If Auto Pause is off and Global Auto Pause is on then missed calls in this queue will not pause the Agent. However if the agent is in another Queue which has Auto Pause on and Global Auto Pause on the if they are paused in that queue they will be paused in this Queue. If Auto Pause is off and Global Auto Pause is off then the Agent being paused in other Queues will have no affect on the Agent's pause status in this queue
Global Priorities	When queueing a call via a Route you can specify a priority for the call. When Global Priorities is off the calls priority will only affect the order within this queue. If Global Priorities are on then a calls order will be considered relative to the priority of calls in all queues that have Global Priorities enabled. If you are using call priorities in more than one queue we recommend that you enable Global Priorities in all queues that are using priorities.
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 prority escalated until they are eventually handled.
Escalation Interval	The no. of seconds to wait each time before incrementing the calls priority.
Escalation Delta	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 guarenteed that they will always be dealt with first regardless of what other or how long other call have been waiting.