Assigning agent groups to a call queue

Company administrators can define and edit the agent (skill) groups for a call queue.

Note: In the Groups tab it’s mandatory that you configure Group 1 (always included) in order to create a call queue.

How groups work #

Each call queue may have up to five agent groups assigned. Group 1 is mandatory and calls in the queue will always be presented to agents in this group. When certain (configurable) queue criteria are met, calls held in this queue may be presented to the additional agent groups.

For each group that is added (i.e. groups 2, 3, 4 and 5), multiple conditions (options) can be selected that define the queue criteria to be met. For example, whilst calls in a queue might normally only be presented to agents in Group 1 if the queue wait time exceeds a specified threshold, calls will then be presented to agents in both Group 1 and Group 2.

Note: Calls will only overflow to the appropriate additional group when at least one of the specified conditions is met.

Define agent groups #

1. In the menu bar click Call Handling > Queues to see a list of available queues
2. Select (or add) the appropriate call queue
3. Click the Groups tab
4. Expand the Group 1 dropdown list and select the default agent group that will always be presented with calls from this queue
5. To assign a second agent group to this queue, expand the dropdown list and select another agent group
6. To specify when calls for this queue will be presented to Group 2 by tick the appropriate checkbox(es) and configure any required parameters (see overflow conditions below)
7. You can assign up to five agent groups following the same steps as adding a second group
8. Click Add or Save Changes
9. The groups will be assigned to the queue

Overflow Conditions #

You can select all, none, or only some of the following criteria:

• The queue length exceeds this number of calls: Calls will be presented to the next group when the length of the queue exceeds a specified number of calls.
  • If this checkbox is ticked, you must specify the number of calls.
• The queue length exceeds this number of calls per available agent: Calls will be presented to the next group when the length of the queue exceeds a specified number of calls per available agent.
  • If this checkbox is ticked, you must specify the calls per available agent.
• The queue’s maximum wait time exceeds this number of seconds: Calls will be presented to the next group when the waiting time of a caller in the queue exceeds a specified number of seconds.
  • If this checkbox is ticked, you must specify the number of seconds.
• There are no available agents from the Group: Calls will be presented to the next group when no agents from the prior group are available to take calls, e.g. they are all offline or on a break.

Note: An “available agent” is one who is logged in but not on a break and who is currently available for the calls channel. An agent who is handling a call or an active item is considered to be available.

Additional Information #

• Company administrators must have the Queues: Modify privilege to assign agent groups to a call queue.