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Queue Type – In this example, this is fixed to Queue, but queues can also be configured for other purposes seen below.
Change – Pressing this butting button will allow you to modify the queue type. Once selected from the dropdown, press ‘OK’ and re-open the queue configuration screen to see modified tab options depending on the queue type for further configuration.
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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