Engage Voice | Managing inbound priority queue events

As we discussed in Intro to inbound queue events, a queue event is a series of sequential events that the customer will experience once they are routed to the queue. Regular queue events will occur when typical conditions are met for your queue, but you can also configure queue events that will occur outside of these typical conditions. 
 
These special queue events are referred to as priority queue events and they can be used in situations like when your queue is closed or the queue has reached the maximum number of calls. 
 
Later we’ll discuss the different types of priority queue events, but for now, let’s review how to configure a priority queue event.

Setting priority queue events

To configure a priority queue event, follow the steps below.
1. Navigate to Routing > Queues via the left-hand navigation bar
2. Select the inbound queue you would like to configure the event in
3. Select the Queue Events tab in your inbound queue's configuration panel
4. In the Priority Queue Events section, find the priority queue event you’d like to configure and click the Edit pencil and paper icon at far right to open the Priority Queue Events modal window
5. Select the Event Type to choose how to handle the incoming calls. For available options see Managing inbound queue events
6. Configure the remaining queue events settings as needed
7. Click Ok to exit the modal window
8. Save your changes via the Save button at bottom right

Priority queue events

Now that we’ve reviewed the steps for configuring a priority queue event, let’s discuss the different types of priority queue events available to you. 
 
As we discussed in the steps above, you can enter each of these priority queue event’s configuration settings via the Edit pencil and paper icon at far right of each event. To learn more about the settings you’ll find while configuring these queue events, visit Configuring inbound queue events.
 
Please note that if you have multiple priority events, the order in which a call goes through is the following: Special ANI > Velocity ANI > Queue Closed > Max Calls In Queue > No Agents Signed In.
 
Finally, if you’d like to redo or remove your configurations for a priority queue event, you can do so by selecting the Clear trash can icon at far right. This will revert the event settings back to the default. 

Velocity ANI

You can configure the Velocity ANI priority queue event if you wish to provide special queue events for customers who call frequently. You can set the parameters that must be met to flag a customer’s call as a Velocity ANI using the fields located just above the Priority Queue Events table. These parameters are measured by the specified number of calls a customer will make in a specified number of days. 

Let’s say, for example, that you would like to send customers that call more than 3 times a day to a special queue within your contact center. Using the fields above the table, you would insert a 3 in the field following Velocity event after and a 1 in the field following calls in so you get the following: Velocity event after 3 calls in 1 day. 
 
Using this example, you will instruct the system: If more than 3 calls are received from this number in 1 day, the number is flagged as velocity and the velocity event will take place.

After that, you would configure priority queue event settings via the Priority Queue Events modal to requeue customers meeting the parameters above to a separate queue of your choosing.

Special ANI

You can configure the Special ANI priority queue event if you wish to provide special queue events for a special group of customers. For example, if you want to give VIP customers preferential treatment, you can configure that event here. 
 
While the Special ANI queue events are configured in the Queue Events page, all Special ANI customers are designated via the Special ANI configuration page via the queue configuration panel. 
 
Please note that all special ANI customers will experience the same queue events — you will not be able to configure different queue events for each ANI customer. 

Queue Closed

You can configure the Queue Closed priority queue event if you would like to have a special queue event when the queue is closed.
 
For example, you might wish to play an audio file that tells callers you’re closed and provide your hours of operation. Or you might wish to give them the option to leave a voicemail, or simply transfer them to another open queue.

No Agents Signed In

You can configure the No Agents Signed In priority queue event if you wish to activate a special queue event when no agents are logged in to this queue.

Max Calls in Queue

You can configure the Max Calls in Queue priority queue event if you wish to provide special queue events for callers waiting in a long queue. 
 
For example, you might want to warn them of the expected wait time, provide opportunities to leave callback numbers, prompt them to use a website for self-service, or transfer them to another queue. 
 
You can set the maximum number of calls that you’d like for this queue to have at a time via the Max Queued Calls field under the Queue Event Settings section. Insert a number into this field or simply leave it blank to indicate that there’s no limit — that is, no maximum amount of calls you want to set for this queue.
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