Configuring CyCC - Configuring a Queue - The General Admin Tab

The General tab allows the basic configuring of queue distribution and priority of the calls received in the queue.

Queue Name – Name of the queue.

Links – Provide a list of queues that escalates call to this queue, and the overflow rule.

Supervisor – The agent responsible for the queue and the Status of the queue. The supervisor is able to see the statistics for the Queue in the CyDesk Queue Statistics Popup Display even though the supervisor is not assigned as an agent to the Queue.

• 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.
• 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.