Engage Voice | Creating a digital queue group
As we discussed in Intro to digital routing, digital queue groups are groups used to organize all of your queues and can be differentiated by group skills. Group skills are created at the queue group level. You can assign group skills to a queue (by configuring a queue event that controls how you handle incoming calls) and to any agents assigned to that queue. Group skills are helpful in situations in which you may want to dedicate a queue to a specific type of call and ensure the right agent receives calls from that queue.
Creating a digital queue group
To create a digital queue group, follow these steps:
1. Navigate to Routing > Digital queues & skills via the left-hand navigation bar
2. Click the New group button at top right
3. Provide a name for your digital queue group via the Group Name field
4. Navigate to the Group Skill tab via the configuration panel to add any digital queue group skills (optional). To learn more, visit Managing digital queue group skills
5. Click Save at bottom right to save your changes
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