Queue

This contains all the queues that you have created along with the strategy, the time based score, queue status, destination type, destination. Under Actions, you can edit existing queues by clicking on the "pencil" icon (edit icon) delete an existing queue.

To add a new queue, click on "Add Queue" and fill in the details accordingly as shown in the image below. This is explained in detail below:

Strategy :

The strategy defines how calls are distributed in a queue. A table of different strategies can be found below.

String	Description
ring-all	Rings all agents simultaneously.
longest-idle-agent	Rings the agent who has been idle the longest taking into account tier level.
round-robin	Rings the agent in position but remember last tried agent.
top-down	Rings the agent in order position starting from 1 for every member.
agent-with-least-talk-time	Rings the agent with least talk time.
agent-with-fewest-calls	Rings the agent with fewest calls.
sequentially-by-agent-order	Rings agents sequentially by tier & order.
random	Rings agents in random order.
ring-progressively	Rings agents in the same way as top-down, but keeping the previous members ringing (it basically leads to ring-all in the end).

Time base score

When a caller goes into a queue, we can add to their base score the total number of seconds they have been in the system. This enables the caller to get in front of other callers by the amount of time they have already spent waiting elsewhere.

The time-base-score param in a queue can be set as 'queue' (base score counts only the time the caller is in this queue) or 'system' (base score accounts for the total time of the call).

Max-wait-time

Default to 0 to be disabled. Any value are in seconds, and will define the delay before we quit the call center application IF the member haven't been answered by an agent. Can be used for sending call in voicemail if wait time is too long.

Max-wait-time-with-no-agent

Default to 0 to be disabled. The value is in seconds, and it will define the amount of time the queue has to be empty (without logged agents, on a call or not) before we disconnect all members. This principle protects kicking all members waiting if all agents are logged off by accident.

Max-wait-time-with-no-agent-time-reached

Default to 5. Any value are in seconds, and will define the length of time after the max-wait-time-with-no-agent is reached to reject new caller. This allow for kicking caller if no agent are logged in for over 5 seconds, but new caller after that 5 seconds is reached can have a lower limit.

Tier-rules-apply

Can be True or False. This defines if we should apply the following tier rules when a caller advances through a queue's tiers. If False, they will use all tiers with no wait.