Creating and managing a webchat queue

Company administrators can define webchat queues. A webchat is queued if no agents from the agent group are available to take incoming webchat requests.

Company administrators must have the Webchat Configuration: Modify privilege to create and add webchat queues.

Create and add a webchat queue: #

1. Click Chat > Chat Queues on the menu bar to see a list of the webchat queues that are currently defined is displayed.
2. Click Add and the New Chat Queue page is displayed.
3. (Mandatory) Enter the Name of the webchat queue (up to 100 characters)
4. Enter a brief Description for the webchat queue (up to 250 characters)
   • I.e. The department for which webchats are put in this queue.
5. (Mandatory)  Expand the Group dropdown list and select the agent group that is assigned to this queue. For example, webchats for a particular team might be queued here.
6. Expand the Classification List dropdown list and select the outcomes under which agents will be able to classify webchats on completion of each webchat or during the webchat itself.
7. To enable agents to add extra information about the classification they select for a webchat, tick the Enable 2nd Free Text Classification Code checkbox.
   • The agent can enter alphanumeric text up to 100 characters. By default, this checkbox is unticked (disabled).
8. Click Add.
9. Define any additional parameters for this webchat queue, as required, by clicking the appropriate tab. For each webchat queue, you can define:
   • The assets (text blocks and scripts) that agents handling webchats for a queue can select to use in their responses
   • Key Performance Indicators (KPIs)
   • Advanced settings for a webchat queue, such as the maximum queue length and waiting time, chat wrapup parameters, and queue priorities

Edit a webchat queue #

1. Click Chat > Chat Queues on the menu bar and a list of the webchat queues that are already available is displayed
2. Select the appropriate webchat queue in the list
3. Click the appropriate tab
4. Reconfigure the parameters as appropriate
5. Click Save Changes.

Delete a webchat queue #

1. Click Chat > Chat Queues on the menu bar and a list of the webchat queues that are already available is displayed
2. Select the appropriate webchat queue in the list
3. Click Delete
4. Click Yes to confirm
5. The queue will be deleted

Note: You can only delete chat queues that are not in use. If you try to delete a chat queue when a chat for this queue is in progress, an error message is displayed.

Copy a webchat queue #

Company administrators can copy an existing chat queue, which might be useful if they want to add a chat queue that is very similar to an existing one, but they want to make slight changes to it.

1. Click Chat > Chat Queues on the menu bar and a list of the chat queues that are already set up is displayed
2. Select the appropriate webchat queue in the list
3. Click Copy
4. Enter the name of the copy (up to 100 characters)
5. Click OK
6. The queue will be copied

Definitions #

• Name: The name of the webchat queue.
• Description: A brief description of the webchat queue.
• Groups: The agent (skill) group(s) for which outstanding webchats are assigned to this queue if no agents from the group are available.
• Classification List: The outcomes under which agents will be able to classify webchats on completion of each webchat or during the webchat itself.
• Enable 2nd Free Text Classification Code: Whether or not agents will be able to add extra information about the classification they select for a webchat. The agent can enter alphanumeric text up to 100 characters.