Creating an Agent Queue

The following describes the basics of setting up Agents Queue nodes within a bespoke IVR. This type of node will put an inbound caller on hold until a nominated Agent is available to handle their call.

Implementation

1. If the intended IVR service has not already been created, do this now.

2. Access the configuration page for the intended IVR.
   Accessing an IVR's configuration page...

   1. Access the list of services for the intended Customer.
      How do I view a list of services for a specific Customer?

      1. Access the details page for the intended Customer.

         How do I access the details of a specific Customer?

         1. Type the Customer’s name into the search field at the top of any page.
         2. Click the intended Customer in the search results. This opens the Customer Details page.

      2. Select the Services tab.

   2. Locate the intended IVR service and click its Configure link. This will open a new page.

3. If the IVR does not already contain any nodes, we recommend adding a path selection node to it first. This lets you create a number of branching paths, then place your new node on one of those paths.

4. Click the Config link for the path where you want your queue to occur.
5. Use the option on the right-hand side of the page to change the node type to Agents Queue.
6. Click Update. This will refresh the page, and display options relevant to the chosen type of node.
7. Give the queue a suitable Name.
8. Choose a suitable price list for the node, if different to the default one for this service.

9. Select the Who To Call tab.
10. If you want to change the default Agents Selection Method used to assign incoming calls to Agents, use the drop-down menu in the corresponding section to choose an alternative.
    Agents selection methods...

    Some settings are available automatically to all Customers:

    • Cyclic: The default option. Uses a strict rotation sequence to evenly assign calls to Agents regardless of each Agent's order in the queue and how long it’s been since they last took a call.
    • Longest Since Called: Determines which Agent has been logged into the queue for the longest without taking a call, and assigns the next incoming call to them.

      This option is not recommended if Agents are assigned to multiple lines in the same queue. Because time since the last call is tracked per-line rather than per-Agent, if an Agent is on a long call on one of their lines, the other lines will be flagged as not taking a call for a long time. As a result, the Agent will be likely to receive a new call as soon as they are off the previous one.

    • Linear: Inbound calls are directed to each available Agent, one at a time, in the order they appear in the Agent list. This occurs for primary Agents first, then secondary, then tertiary.

    Some methods require specific settings to be applied to the Customer.

    • Concurrent: All available Agents will receive inbound calls simultaneously, for a maximum of ten seconds until one of them picks it up.
    • Nearest: If the system has been configured to include location awareness of callers and operators, it will prioritise connecting callers with Agents who are the closest to them geographically. This would typically be used to connect a caller to their closest branch of a national chain. This only works for calls from land-lines; mobile and international calls will be routed to operators in the tertiary group.
    • Skillset: Where the Agents in this queue have been assigned skill levels, these skills may be associated with the queue, meaning calls will be assigned according to the relevant skill levels of available operators.

    Contact the Support Team if you need to enable a specific selection method, or if you require assistance choosing or configuring a method.

11. Build the primary list of Agents and groups for this queue, as well as the secondary and tertiary lists if required.
    Quickly move a single Agent from one list to another...

    Click the corresponding numbered button on the right-hand side of the table—1 for primary, 2 for secondary, and 3 for tertiary. This update will take a second or two to be applied.

    Move multiple Agents (or groups) from one list to others...

    Use the corresponding assignment drop-down for each Agent or group to select the intended list, then click the original list’s Update button when you have made your selections.

12. Click Save Settings to confirm and apply your choices.