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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

Each queue contains the following configurations:

  • Queue Name: Unique identifier for the queue
  • Queue Type: Defines the queue's purpose and usage
  • Assigned Channels: Communication channels linked to the queue
  • Skillsets: Required agent capabilities for handling conversations
  • Assigned Agents: Agents allocated to handle conversations in the queue
  • Routing Priority: Determines how conversations are distributed among agents
  • SLA Settings: Defines response time targets for conversations

Queue Types​

TypePurposeRouting Logic
GeneralDefault queue for handling incoming conversationsConversations are routed to available agents within the queue
Non-GeneralQueue configured for specific channels, skillsets, or use casesConversations are routed based on configured channels and skillset matching
OutboundUsed for agent-initiated conversationsConversations are initiated by agents and assigned directly

Creating Queues​

Managers can create and configure queues to manage conversation routing:

  1. Navigate to Queues → Add Queue
  2. Enter queue details:
    • Queue Name: Unique identifier for the queue
    • Queue Type: Select the queue type (e.g., General, Non-General, Outbound)
    • Assigned Channels: Select communication channels for the queue (e.g., WhatsApp, Email)
    • Skillsets: Define required skillsets for agents handling this queue
  3. Configure queue settings:
    • Assigned Agents
    • Routing Priority: Define agent priority within the queue (used for distribution)
    • SLA Settings: Configure response time targets (Assigned, Read, Responded, Closed)
  4. Save configuration

Routing Methods​

Round-Robin​

Distributes conversations sequentially to agents in rotation.

Best For: Balanced workload distribution, general inquiries

Pick-Me​

New conversations are placed in the Unassigned queue. Agents manually select and claim conversations from the queue.

Best For: Flexible conversation handling, Teams that prefer manual assignment, Low to moderate conversation volume

Priority Management​

Queue Priority​

Queues can be configured with agent priority levels to control how conversations are distributed.

  • Priority levels range from 1 (highest) to 5 (lowest)
  • Agents with higher priority receive conversations first
  • Agents with the same priority level receive conversations in a round-robin approach

Assignment Logic​

  • The system evaluates agents starting from Priority 1 to Priority 5
  • Only eligible agents are considered for assignment
  • If no eligible agents are available, the conversation remains Unassigned

Agent Eligibility​

To receive a conversation, an agent must:

  • Be in Available status
  • Not exceed the maximum concurrent conversation limit

SLA (Service Level Agreement)​

Configuring SLAs​

SLA defines the expected response time for handling conversations within a queue.

The following SLA parameters can be configured:

  • Assigned: Time taken for a conversation to be assigned to an agent
  • Read: Time taken for the agent to read the conversation
  • Responded: Time taken for the agent to respond
  • Closed: Total time from assignment to closure

The Closed SLA must be equal to or greater than the total of the other SLA durations.

SLA Monitoring​

SLA performance is tracked within the conversation interface and reports.

  • SLA timers are displayed during conversation handling
  • Indicators show whether response time is within SLA limits
  • SLA data is available in reporting modules

SLA Status​

SLA status is visually indicated using color indicators:

  • Green: Within SLA
  • Yellow: Approaching SLA limit
  • Red: SLA exceeded

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