When configuring a multimedia queue, administrators set the priority of the queue, the queue’s business hours, the Queue Work Timer options, set the Service Level objectives, and set the queue handling times.
The following procedures explain how to:
- Set queue priority
- Configure the business hours for a queue
- Apply the business hours to all queues on the same media server
- Configure the Queue Work Timer options
- Set the queue service level objectives
- Set the queue handling times
- Enable and Disable Auto Answer
To set the priority level for the queue
- Select a queue and click the Performance tab.
- After Priority, select the priority level for the queue.
The highest priority level is 1. The lowest priority level is 64.
- Click Save.
To configure the business hours for a queue.
- Select a queue and click the Performance tab.
- After Business-hour schedule, click the Browse button.
- Select a schedule and click OK.
- If you want to restrict the production of real-time statistics and reports to only during business hours, select Generate statistics and reports only within business hours.
- Click Save.
To apply the business hours to all queues on the same media server
- Select a queue and in the ribbon, click the Queue Tools tab.
- Select Apply business hours to all.
To configure the Queue Work Timer options
- Select a queue and click the Performance tab.
- If you want to add Contact Center Work Timer to handling time in reports, select Include Queue Work Timer as part of handling time.
Note:
When 'Include queue work timer as part of handling time' is enabled, the ACD handling time durations for reporting purposes span from ACD pick up to the end of the Work Timer time.
When this option is disabled, the ACD handling time duration spans from ACD pick up to hang up.
- To enable the queue for Work Timer, select Use Queue Work Timer and set the duration of Queue Work Timer.
The default duration is 00:05:00.
- Click Save.
To set the queue service level objectives
- Select a queue and click the Performance tab.
- Specify the Service Level goal and Service Level time for the queue.
- Click Save.
To set the queue handling times
- Select a queue and click the Performance tab.
- After Short handle less than, type the duration that will define a call as a short handle call.
For example, type 3 to define a short handle call as one that lasts less than 3 seconds. Short talk calls are included in call statistics.
- After Short abandon less than, type the duration that will define an abandoned call as ‘Abandoned (Short)’.
For example, type 5 to define a short abandon call as one that is abandoned in less than 5 seconds.
Note:
Short abandon less than’ is not applicable for Email queues.
- Click Save
To enable Auto Answer for Agents
- Select a queue and click the Performance tab.
- Select the Agent Auto Answer check box.
This check box is cleared by default.
- Click Save.