Queue Management - Queue Information
Written by B3Networks Academy
Updated at June 6th, 2023
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Table of Contents
Queue Priority:
The priority of queues, determine which call is assigned to agents if they have several incoming calls at the same time.
- Default Priority is 0 (highest).
- The value can be in the range 0<x<99
- Example: One agent is under 2 queues, Sales and Support; priority is 0 and 1. Both 2 queues receive incoming calls at the same time. Wallboard will assign the Sales call (higher priority) to the agent first.
Queue Label:
The name of the queue.
Queue Code:
The Queue Code is used for transferring the call among the Queues.
- Syntax: ##2_queue_code
Transfer an Incoming Call to Queue by using Queue Code
Scenario:
- Queue A
- Queue B - Code: 1234
- An Incoming Call to Queue A.
- The Agent in Queue A wants to transfer that call to Queue B.
Action:
- Press ##21234
Result:
- That Incoming Call is transferred to Queue B.
Transfer an Outgoing Call to Queue by using Queue Code
Scenario:
- Queue C - Code: 5678
- A Call Center Agent is making an Outgoing Call to the customers.
- The Agent wants to transfer that call to Queue B.
Action:
- Press ##25678
Result:
- The Outgoing Call is transferred to Queue B.
