Engage Voice | Intro to requeue shortcuts

Requeue shortcuts represent the act of placing a chat message into another digital queue, where they are then routed to another agent. Think of it as custom chat transfer shortcuts to another digital queue. Requeue shortcuts allow admins to configure the system to give agents the ability to requeue chat messages.

 

For example, a customer sends a chat message to your customer feedback chat queue, but the customer only speaks Spanish, and the agent engaged with the chat only speaks English. An admin can create a requeue shortcut that allows the agent to requeue that task to another agent with a specific skill, in this case, a Spanish-speaking agent. 

 

Requeue shortcuts are configured in Omni-channel Voice Admin. Once your admin configures the requeue shortcuts and assigns them to a digital queue, agents can use these shortcuts to manually transfer their message to another queue or another agent with a specific skill. Requeue shortcuts enable admins to configure the exact digital queues agents can requeue to, including queues the agent doesn’t have access to. If you would like to learn how to create and configure requeue shortcuts, visit Configuring requeue shortcuts. 

 

To configure digital requeue shortcuts, navigate to Routing > Advanced settings > Requeue shortcuts via the left-hand navigation bar.

 

Please note that once you’ve created a requeue shortcut, you would want to assign it to a digital queue. If you would like to learn more about this, visit Assigning requeue shortcuts groups.