Queue Management - Create, Edit & Delete a Queue
Written by B3Networks Academy
Updated at September 17th, 2023
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Table of Contents
Note:
The strict definition of a call queue is that it’s where callers are placed on hold, in a queue, while they wait to speak with a live agent.
Introduction
What is a queue in Wallboard app?
Incoming call to Virtual Line app > forward to Wallboard. Calls ring directly at the extensions or DID will not join the queue nor have characteristics of the queue.
Configuration
To create a queue in Wallboard, follow the steps below:
1. Create a queue:
2. Give your queue a name/label:
3. Choose queue type:
- Normal: Queue is handled by agents
- Flow Integration: Trigger a particular flow in Flow App
Queues integrated to Flow App can handle Outbound Call Centre only.
4. Configure your Normal queue:
Click the 3 dot icon at the right corner > Settings:
- Configure queue information
- Manage queue's agents (assign agents to the queue, select ring mode)
- Set up note
- Set up in queue message
- Set up the capability of the queue (action events)
- Set up a dial plan
- Set up a post-call survey
5. Delete a queue
Previously, no confirmation was needed when users wanted to delete a queue in Wallboard. Queues could be deleted without any verification. It led to the issue that users accidentally deleted a queue which was being used in the Virtual Line flow.
- To overcome the above issue, we’ve introduced a pop-up confirmation message while deleting queues. If the queue is being used in an active version of the Virtual Line flow, users will be warned via this pop-up that the queue is being used (in which flow and block).
- Users will NOT be allowed to delete that particular queue.
- Users will be only allowed to delete any queue if it is NOT being used in any active version of the Virtual Line flow.
Note:
Users still can delete a queue if it is being used in a draft version of the Virtual Line flow.
Demonstration:
