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Queue Management

The Queue module controls how incoming conversations are distributed to available agents based on routing rules, priority, and agent availability.

Queue Overview​

Queue List View​

Queue Management

Active queues display:

  • Queue Name: Identifier for the queue
  • Waiting: Conversations pending agent assignment
  • Active: Conversations currently being handled
  • Assigned Agents: Number of agents allocated to the queue
  • Avg Wait Time: Average time before agent pickup

Queue Types​

TypePurposeRouting Logic
GeneralDefault queue for all channelsRound-robin to available agents
Skill-BasedSpecialized inquiriesRoutes to agents with required skills
VIPHigh-priority customersPriority routing to senior agents
OverflowBackup for high-volume periodsReceives transfers from at-capacity queues

Creating Queues​

Administrators configure queues:

  1. Navigate to Settings → Queues → Add Queue
  2. Enter queue details:
    • Name: Descriptive queue identifier
    • Description: Internal purpose notes
    • Priority: 1 (lowest) to 10 (highest)
  3. Configure routing settings:
    • Distribution Method: Round-robin, Least-active, or Skill-based
    • Max Wait Time: SLA threshold in seconds
    • Overflow Queue: Fallback if wait time exceeds threshold
  4. Assign agents to queue
  5. Save configuration

Routing Methods​

Round-Robin​

Distributes conversations sequentially to agents in rotation.

Best For: Balanced workload distribution, general inquiries

Least-Active​

Routes to the agent with the fewest active conversations.

Best For: Optimizing agent capacity utilization

Skill-Based​

Matches conversation requirements to agent expertise.

Best For: Technical support, specialized services, multilingual support

Configuration:

  1. Define required skills for queue (e.g., "Billing + Spanish")
  2. Set minimum proficiency level (1-5)
  3. System routes to agents meeting criteria
  4. Falls back to general routing if no match within timeout

Priority Management​

Queue Priority​

Assign priority levels (1-10) to control routing order:

  • High Priority (8-10): VIP customers, escalations - processed first
  • Medium Priority (4-7): Standard customer inquiries
  • Low Priority (1-3): Marketing responses, non-urgent requests

Within-Queue Priority​

Individual conversations can be escalated:

  1. Supervisor opens queued conversation
  2. Selects "Increase Priority"
  3. Conversation moves to front of queue
  4. Next available agent receives it immediately

SLA (Service Level Agreement)​

Configuring SLAs​

Set performance thresholds per queue:

  • First Response Time: Target seconds for initial agent reply
  • Resolution Time: Target seconds for conversation close
  • Abandon Rate: Acceptable percentage of customer-abandoned chats

SLA Monitoring​

Real-time SLA compliance displayed in:

  • Dashboard top bar (system-wide)
  • Queue detail view (per queue)
  • Agent performance reports

SLA Status:

  • Green: Meeting targets
  • Yellow: Approaching threshold (within 10%)
  • Red: Breaching SLA

SLA Escalations​

When SLA thresholds are breached:

  1. System sends alert to supervisors
  2. Conversation priority automatically increases
  3. Notifications sent to available agents
  4. Incident logged in reports

Agent Assignment​

Manual Assignment​

Supervisors can manually route conversations:

  1. View queue list
  2. Select waiting conversation
  3. Click "Assign to Agent"
  4. Choose specific agent
  5. Conversation immediately appears in agent's chat panel

Bulk Assignment​

Assign multiple conversations simultaneously:

  1. Filter queue by criteria (channel, tag, time range)
  2. Select multiple conversations
  3. Choose "Bulk Assign"
  4. Select destination agents or queue
  5. Confirm assignment

Queue Transfers​

Automatic Overflow​

Configure overflow routing:

  1. Set maximum wait time threshold (e.g., 180 seconds)
  2. Designate backup queue
  3. When threshold exceeded, conversation auto-transfers
  4. Transfer logged in conversation history

Manual Queue Transfer​

Agents can transfer conversations between queues:

  1. Open conversation
  2. Select "Transfer to Queue"
  3. Choose destination queue
  4. Add transfer reason (optional)
  5. Conversation re-enters routing logic

Best Practices​

Queue Design​

  • Create queues aligned to business functions (Sales, Support, Billing)
  • Limit to 5-7 queues to avoid agent confusion
  • Use clear, descriptive queue names

Routing Optimization​

  • Set realistic SLA targets based on historical data
  • Use skill-based routing for 20% of inquiries (specialized cases)
  • Configure overflow for high-traffic periods

Agent Allocation​

  • Assign agents to 2-3 queues maximum
  • Balance experienced and new agents across queues
  • Adjust assignments based on real-time demand

Monitoring​

  • Review queue performance daily during ramp-up
  • Adjust routing rules based on SLA trends
  • Investigate frequent queue transfers for process improvements