Page Comparison

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1. Name: Short name of the queue (required).

2. Owner: select a person who owns the queue.

3. Description: Description of the queue (optional).

4. Strategy: select the routing strategy (required)

   1. Simultaneous: incoming calls will be routed to all queue-connected and Available-status agents simultaneously. All agents will see the incoming call ringing popup. If any agent picks up the call, the others will be hanged up.

   2. Round Robin: incoming calls will be routed to the first queue-connected and Available-status agent that is currently idle. If that agent does not answer, the call will be hanged up after the configured “Phone call standard ring time”.

5. Wrap-Up Time (Minutes): number of minutes used for wrap-up task (required). This configuration tells the system how long the status “Wrap-Up” will be set automatically to an agent after a call is ended. During Wrap-Up time, calls will be not routed to an agent. After this period of time, agent status will be reset to “Available” and calls can be routed to an agent.

After you’re done with required information, you need to click Save to accept the changes. The changes will be reflected in the Queue List.

Delete an existing Que

Manage Queue Members

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On Update Queue popup, user can also manage (add, remove or search) queue members.

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Queue Member List

Queue Members list provides all agent information in the queue:

1. Full Name: Display name of the agent

2. Username: Seamless username of the agent

3. Status:

   1. Connected: agent is connected to the queue. This means they can receive the calls that are routed to this queue.

   2. Disconnected: agent is not connected to the queue. This means they can NOT receive the calls that are routed to this queue.

To add a member to the queue

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1. Select a user in the list

   , then click

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2. Cick button Image Modified

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3. The new member will be listed in the below list.

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   Remove

To remove a member from the queue

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1. Find a member in the list,

   then click

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2. Click button Image Modified

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3. The member will be removed from the list.

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After you’re done with required information, you need to click Save to accept the changes. The changes will be reflected in the Queue List.

To search for member

1. Enter the keyword into the search box.

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2. Hit Enter button or click Image Added

3. The below list will display members that have Full Name matching the keyword.

Delete an existing Queue

On Queue List, click on Delete button of one queue. It will show a confirmation.

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