Engage Voice | Managing digital priority queue events
As we discussed in Intro to digital 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 digital interactions.
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 > Digital queues & skills via the left-hand navigation bar
2. Select the digital queue you would like to configure the event in
3. Select the Queue Events tab in your digital 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 Queue event edit modal window
5. Select the Event Type to choose how to handle the digital interaction. For available options see Configuring digital queue events
6. Configure the remaining queue event 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 digital queue events.
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.
SMS queue closed
You can configure the SMS Queue Closed priority queue event if you would like to have a special queue event when the digital queue is closed.
For example, you might wish to transfer them to another digital queue, prompt them to use a website for self-service, or end the digital interaction while providing a message to the digital client.
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 digital queue.
For example, you might wish to transfer them to another digital queue, prompt them to use a website for self-service, or end the digital interaction while providing a message to the digital client.
Max queued interactions
You can configure the Max queued interactions priority queue event if you wish to provide special queue events for digital clients waiting in a long queue.
For example, you might wish to transfer them to another digital queue, prompt them to use a website for self-service, or end the digital interaction while providing a message to the digital client.
You can set the maximum number of digital interactions that you’d like for this digital queue to have at a time via the Max queued interactions field under the Queue event configuration 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 digital interactions you want to set for this digital queue.
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