Nextiva Contact Center: Queues
Customers can wait in a queue for an agent to respond to their call or message. A queue holds interactions waiting to be answered.
Creating a Queue
Click Plus (+) to the right of the Search field. Enter the required information under each tab.
Information Tab
| Field Name | Description |
|---|---|
| Name | The name of the queue. |
| Description | The description of the queue. |
| Enable No Answer as Available | If enabled, No Answer statuses will automatically switch to available for agents in the queue. Statuses will also switch when agents miss workitems in the queue. |
| Agent to Call Ratio | The number of calls allowed in the queue is based on the number of agents. |
Real Time Tab
| Field Name | Description |
|---|---|
| Enable Realtime Changes | If enabled, any user assignment will happen dynamically in real-time. If disabled, the assignment will only take effect when the agent logs in. |
| Enable Realtime Data | If enabled, the queue information will be sent to the workflow in real-time. This is used to see the Estimated Wait Time for queues or the caller's position in the queue. |
Company Directory Tab
| Field Name | Description |
|---|---|
| Hide In Company Directory | If enabled, the queue will be hidden in the company directory. |
Agent Assignment Tab
The Agent Assignment tab is where the type of workitem delivery to be used in the queue is specified. Typically, workitems are delivered based on skill-based routing and Sticky Agent. The Agent Assignment is applied whenever multiple agents are available for a call. The types available are:
| Field Name | Description |
|---|---|
| First In First Out Across All Queues | The agent that has been waiting for a workitem offer for the longest amount of time across all queues will get the workitem. |
| First In First Out By Status | The agent with their status as Available for the longest time will get the workitem. |
| First In First Out Per Queue | The agent waiting for a workitem offer for the longest time in this specific queue will get the workitem. |
| Last In First Out Across All Queues | The agent waiting for a workitem offer for the least time across all queues will get the workitem. |
| Last In First Out By Status | The agent with their status as Available for the least amount of time will get the workitem. |
| Last In First Out Per Queue | The agent waiting for a workitem for the least amount of time in this specific queue will get the workitem. |
Play Announcement Tab
| Field Name | Description |
|---|---|
| Prompt | Plays an announcement to the agent when the agent receives a workitem from the queue. |
SLA Tab
SLA stands for Service Level Agreement. A threshold target (in seconds) for which the workitems should be answered. It is used in the SLA calculations to find a percentage of workitems that meet the target for this queue. There can be SLAs for the following:
- Voice
- Chat
- Social
- SMS
Three possible SLA calculations can be selected.
| Field Name | Description |
|---|---|
| SLA 1 | (Ans in Threshold + Drop in Threshold) / All). Shows the percentage of calls that met the threshold or were dropped out of the total number of calls. |
| SLA 2 | (Ans in Threshold / All). The percentage of calls that meet the threshold. |
| SLA 3 | (Ans in Threshold / Ans + Drop After Threshold). The number of calls that met the target to those that didn’t. |
Blended Queue Tab
If enabled, this queue is now a blended queue across all campaigns. The blended queues need to be used on a 1:1 ratio. A user in a blended queue will only receive inbound calls for the outbound campaign they’re logged into. If you want the inbound calls to overflow from a blended queue to a non-blended queue, you must have an Exit Queue action in the workflow before you enter the non-blended queue.
Email Working Hours Tab
| Field Name | Description |
|---|---|
| Email Working Hours | For email working hours, you need to select a Business Event. Nextiva Contact Center calculates how long a workitem is in the queue before being answered based on the time events assigned. Nextiva calculates service levels based on the queue's open hours. |
Users Tab
Add users to the queue to accept workitems by clicking Plus (+) and selecting the users to add to the queue.
Supervisors Tab
Add supervisors to monitor the queue by clicking Plus (+) and selecting the supervisors to add to the queue.