04.3. Queue

Queue

Menu: Cal Handling | Queue

Access: NoojeeAdmin, Administrators

Queues are used to queue inbound calls and distribute them to a group of agents in turn. Queues can be as simple as having a single agent taking the calls from the queue to having dozens of agents with multiple activation thresholds to manage peak loads.

In the simplest form a queue will have an immediate threshold with 1 or more agents associated with it. Calls that come into the queue will be distributed to the agents.

In busy call centers the ability to effectively manage rapidly varying call volumes mandates the need for a dynamic queue management system. “Skills based routing” introduces the ability to have agents(members) added to queues dynamically as load requires. Members can always be in a queue, only in a queue when there are a certain number of unanswered calls in the queue, or only in when the SLA has been breached. “Skills based routing” has 3 types of activation thresholds and 3 methods of associating agents/members with them.

Threshold Activation

Immediate

Members that are associated with a queue through an Immediate threshold, (when logged in) will always be available to take calls from the queue.

Call Count

Members that are associated with a queue through a Call Count threshold will only be available to take calls from the queue when they are logged in and there are more than the specified number of calls waiting in the queue.

SLA (Service Level Agreement)

Members that are associated with a queue through an SLA threshold will only be available to take calls from the queue when they are logged in and the SLA has been breached. SLA is specified in seconds and indicates the time that the oldest call still in the queue has been waiting.

Threshold Members

Static

Members that are associated with a queue through a Static member threshold are permanently considered logged into the queue and are therefore considered ready to take calls as soon as the thresholds activation is reached. Static members are selected from the account list.

Skills

Members that are associated with a queue through a Skills threshold are only considered logged into the queue when they login through “Noojee Vision” and will only be considered ready to take calls when the thresholds activation is reached and they have logged into the queue. Skills members are selected by associating a set of skills with the threshold, the members will be dynamically matched against the list of selected skills and associated with the threshold. If using Skills, when a new agent is added to Noojee Administrator the agent will automatically be added to any queues that they have the appropriate set of skills for. An agent only matches if they have of the skills required for this threshold. It is valid to have multiple thresholds with the same activation values and different skill sets.

Dynamic

Members that are associated with a queue through a Dynamic member threshold are only considered logged into the queue when they login through “Noojee Vision” and will only be considered ready to take calls when the thresholds activation is reached and they have logged into the queue. Dynamic members are selected from the account list.

The Queue page is where an Administrator configures queues and its members. The page can be located under Provision menu. The Queue list page displays all Queues along with their Strategy and Wrap up time field values.

Figure 11– Queue List Page

Adding/Editing a Queue

To create a new queue click on the 'New'' button located above the Queue listing, this will display the 'New/Edit Queue' page. To Edit a Queue, click on the Edit icon of the specific queue row. The queue new/edit page is divided into two tabs, namely 'Settings' and 'Members'. The 'Settings' tab displays fields pertaining to the queue and the 'Members' tab displays agents and skills associated with the Queues Thresholds.