Configuring CyCX - 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.

Queue Type – In this example, this is fixed to Queue, but queues can also be configured for other purposes seen below.

Change – Pressing this 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.

Auto Attendant - allows the customer to select options to direct the call to other queues e.g. opt in or out to voice recording

Queue - default

Callback Message - allows you to announce a message to take a phone number and add the call to a callback queue

CyCall Team - for outbound call queues

Routing Options - more complex routing options can be defined in the Routing tab e.g. multiple digits, transfer to a registered device / number / CyLive service / Caller Lookup service etc

Email - a queue type for Email routing

Voicemail - a queue type for voicemail message routing

Survey - a queue type for survey e.g. NPS

CRM Routing - a queue type to provide for CRM routing e.g. which CRM to integrate with, where to route to if no CRM matches, which CRM fields to check to determine interaction routing options

Message Routing - a queue type for message routing e.g. SMS

Chat - a queue type for chat message routing

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.

Calls - total number of calls in the queue

Max - Maximum wait time of current calls

Av - Average wait time of queue

DMax - Maximum wait time in queue today

Day - Number of calls into the queue today

Ab - Number of abandoned calls today

In - Number of agents logged in

Available - Number of agents available

Busy - Number of agents busy

Break - Number of agents on a break

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