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  • Incoming Priority – Sets the priority for the incoming calls for the queue. Please note that 0 is the lowest. To ensure that calls in lower priority queues are not ignored during times of high volume in the higher priority queues, we can configure a rate of increase for a Queued calls priority. Thus a low priority call increase until it has the highest call priority, and is answered.

  • Ignore Abandoned in Reports – When enabled, a call in this queue will never be logged as abandoned.

  • Min. Abandon Time – The minimum time a call must wait in the queue before considered abandoned.

  • Abandoned Completion Code – When calls are considered abandoned, setthe default completion code here

  • Short Completion Code – When calls end before the min. abandon time, set an automatic completion code with this setting

  • Cascade Queue Display – If the call is overflowed from another queue, use the previous queue’s name and completion codes when the call is presented to the agent.

  • Cascade Queue Skills – If the call is overflowed from another queue, use the previous queue’s skill based routing configuration to distribute the call to the available agent.

  • Cascade Queue Announcements – If the call is overflowed from another queue, use the previous queue’s announcement messages and settings while the call is waiting in the queue.

For other Configuring a Queue Tabs see here:

Configuring CyCX - Configuring a Queue - The General Admin Tab

Configuring CyCX - Configuring a Queue - The Agents Tab

Configuring CyCX - Configuring a Queue - The Skills Tab

Configuring CyCX - Configuring a Queue - The Schedule Tab

Configuring CyCX - Configuring a Queue - The Announcements Tab

Configuring CyCX - Configuring a Queue - The Completions Tab

Configuring CyCX - Configuring a Queue - The Overflows Tab

Configuring CyCX - Configuring a Queue - The Other Tab for Specialised Customisation

Configuring CyCX for Web Chat