Engage Voice | Configuring digital queue events

As we discussed in Intro to digital queue events, digital queue events are a series of sequential events that the customer will experience once they are routed to the queue. 
 
There are two types of queue events: regular queue events, which will occur as long as the queue is open and operating normally, and priority queue events, which will occur when specific conditions exist, such as if the queue is closed or has reached maximum capacity. When you create a regular queue event, you assign it a rank, which determines the relative order of all the queue events you have created.
 
For the purpose of this article, we’ll discuss how to configure regular queue events. To learn more about priority queue events, visit Managing digital priority queue events.

Creating a new queue event

To create a new queue event, follow the steps below.
1. Navigate to Routing > Digital queues & skills via the left-hand navigation bar
2. Select a digital queue from the groups page
3. Click on the Queue Events tab from the queue configuration panel
4. Under the Queue event configuration section, configure these settings as needed (see the next section below for more info)
5. Scroll down to the Queue events section and select the Add queue event button to open the Queue event edit modal window
6. Select an Event Type from the dropdown menu (see the Queue event configuration settings section below for more info on each event type)
7. Set a Rank for the event type
8. Set the Duration (in seconds) of the event
9. Configure the remaining settings as needed
10. Click Ok to close the modal window
11. Click the Save button at bottom right to save your changes

Queue event settings

There are many settings you can configure for your queue events. The Queue event configuration section deals with settings that will apply to both regular queue events and priority queue events. Let’s review those settings below. 
  • Max queued interactions: The maximum number of digital interactions that can stack up in a queue. You can determine what happens to digital interactions that stack up past this limit via the Max queued interactions priority queue event 

Queue event configuration settings

When you choose to create a new queue event or edit an existing one, a Queue Event Configuration modal window will appear with a list of settings you can configure. 
 
The first setting in the modal window is the Event Type setting, and the selection you make in this dropdown menu will populate a list of settings related to that specific event type. There are, however, settings that you will find no matter which event type you select, so let’s review each of those settings below. 

For information on settings specific to each event type, see Queue event type settings section below.
  • Event Type: Here you can choose how to handle digital interactions based on the following options:
    • Route To Agent: The default value for queue events, and is unavailable for priority queue events. This setting routes calls to an available agent once the dequeue delay has been met
    • Requeue: Transfers the digital interaction to another digital queue in the account. When this option is selected, a new dropdown appears, giving you a list of all the available digital queues
    • End message: Ends the digital interactions and sends a message that you configure to the digital client. This is typically used to let digital clients know that the digital queue they have reached is currently closed
  • Rank: The rank of the queue event being configured. The smaller the rank, the sooner this event will occur once the digital interaction enters the queue
  • Duration: Length of time (in seconds) the event will execute before moving on to the next event. Remember that the digital interaction will end once the final event in the queue has ended
  • Skilled Agent Routing: Use this setting if you wish to have certain agents receive specific digital interactions, or if you wish to have digital interactions distributed to agents in a certain order.

    For example, if you want digital interactions to go to Tier 1 agents first, you could set up that skill on the first queue event. Then if you wanted to open up the option for digital interactions to be dequeued to Tier 2 agents as well as Tier 1 agents after a certain amount of time, you could configure the next queue event to utilize both of those skills.

    To enable skill-based routing, simply drag the skills you wish to be used for the event from the Available Skills window to the Skills in Use window

Helpful hint!

Please note that in order to have skills populate this section, you must first create them via the Skills tab at the queue group level and assign them to any agents you’d like to designate for these skill-based digital interactions.

Queue event type settings

As we discussed earlier, when you’re configuring queue events via the Queue Event Configuration modal window, some of the settings you’ll find in this modal window will vary based on the selection you make in the Event Type dropdown menu. Let’s review those settings specific to each event type below.

Route to Agent

The first option you’ll find in the Event Type dropdown is Route to Agent. When you select this option, the following setting will appear:
  • Send message: Enter a message of up to 255 characters to send to a non-SMS digital client

Requeue

When you select the Inbound Requeue option from the Event Type dropdown menu, the following settings will appear:
  • Digital queue: Click on this dropdown menu to select a digital queue you’d like to requeue the digital interaction to
  • Send message: Enter a message of up to 255 characters to send to a non-SMS digital client

End message

When you select the End message option from the Event Type dropdown, the following setting will appear:
  • Send message: Enter a message of up to 255 characters to send to a non-SMS digital client

Managing digital queue events

Once you’ve created a new queue event, it will appear in the Queue events table. Events are organized by rank within the table, and the order that they appear in the table will indicate when that event will occur when a digital client enters the queue. 
 
The Queue events table contains information about each queue event, including the rank and duration of the event.

You can make changes to any events by clicking the Edit pencil and paper icon at far right of the event. You can also remove the event entirely by selecting the Delete trash can icon.

Reordering queue events

When you create a regular queue event, you assign it a rank, which determines the relative order of all the queue events you have created. You can reorder queue events by adjusting any of the ranks for your queue events. To edit the rank for a queue event, click the Edit pencil and paper icon at far right of the event.
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