Adding Unified queue groups

Unified queue groups are used to consolidate a group of queues of different media types that handle interactions for the same service organization within a contact center, such as sales or support. A Unified queue group can only have one queue for each of the media types it supports. Individual queue priorities are used within a Unified queue group to specify the priority of the media types and queues for handling. The queues within a Unified queue group can be viewed together in Ignite.

Unified queue groups can be created using a wizard or may be created manually. The Unified Queue Group wizard takes an existing voice queue and then uses its configuration settings to input information into new multimedia queues. The wizard also enables all agent groups associated with the voice queue to support the multimedia type selected during queue creation.

Note:
  • The Unified Queue Group Wizard does not create new agents for employees belonging to the associated agent groups. Employees must be enabled to handle new media types manually. See "Managing the media types an employee can handle".
  • Employees already enabled to handle the new queues’ media types will be set as Present in their agent groups for those media types. For information on changing the default presence, see "Managing agent group membership, presence, and skill level".
  • A default queue priority of 64 is assigned to queues created by the Unified Queue Group Wizard. These may be altered after the wizard has finished.
  • Business hours are copied over from the business hours configured for the voice queue. Default automated responses for business hours are provided for multimedia.
  • The wizard will populate the Offer to Agent Groups activities in the default Inqueue workflows with the same agent group order used by the voice queue member of the Unified queue group.

When manually creating a Unified queue group, administrators can create new queues to associate with the Unified queue group. When you create these new queues, they are automatically assigned the name and reporting number of the existing Unified queue group. Users manually creating a Unified queue group can also associate existing queues to a Unified queue group. Virtual queue groups may be associated to the voice media of a Unified queue group. If an administrator disables a media type for a Unified queue group, the associated queue will become historical.

The following procedures explain how to:
  • Add a Unified queue group using the Unified Queue Group Wizard
  • Add a Unified queue group
  • Associate new queues to the Unified queue group
  • Associate an existing queue to the Unified queue group
  • Associating an existing virtual queue group to the Unified queue group
  • Replace an associated queue with a new queue
  • Replace an associated queue with an existing queue
  • Remove a media type from a Unified queue group and set the associated queue as historical
To add a Unified queue group using the Unified Queue Group Wizard
  1. Click Multimedia > Queues.
  2. Select the voice queue(s) for which you want to create a Unified queue group(s).
  3. In the Queue Tools tab of the ribbon, click Create unified queue group.
  4. Click the icons for the multimedia queues you want to create.

    See the following table.

    Table 1. Unified Queue Group Wizard media icons
    Media Type Media Icon
    Chat
    Email
    SMS
    Open Media
  5. If you want to create a corresponding reporting queue group, select Create reporting queue group and type a Reporting number.
  6. Click Create.
  7. Click Save.
To add a Unified queue group
  1. Click Multimedia > Queue groups.
  2. Click Add > Unified.
  3. Type a Name.
  4. Type a Reporting number.
  5. Click Save.
To associate new queues to the Unified queue group
  1. Click Multimedia > Queue groups and select a Unified queue group.
  2. Click on the media type icons to select which media types the queue group can handle.

    A queue configuration window opens.

    For instructions on configuring an email, chat, SMS, or open media queue, see "Adding multimedia queues".

    See the following table.

    Note:
    • Queue Inqueue workflows cannot be configured when adding new queues as members of Unified queue groups. Inqueue workflows for new queues must be configured in YourSite > Queues after the Unified queue group is saved.
    • By default, new queues added this way will use the name of the Unified queue group and the reporting number.
    Table 2. Unified queue group media type icons
    Media Type Icon
    Voice
    Chat
    Email
    SMS
    Open Media
  3. When you are done configuring the new queue, click Save.
  4. Repeat steps 2 and 3 for each media type you want the Unified queue group to handle.
  5. Click Save.
To associate an existing queue to the Unified queue group
  1. Click Multimedia > Queue groups and select a Unified queue group.
  2. Click the down arrow button beside the media type icon and click Associate existing <media type> queue.
  3. Select a queue and click OK.
  4. Click Save.
To associate an existing virtual queue group to the Unified queue group
  1. Click Multimedia > Queue groups and select a Unified queue group.
  2. Click the down arrow button beside the voice media icon and click Associate existing Virtual queue group.
  3. Select a virtual queue group and click OK.
  4. Click Save.
To replace an associated queue with a new queue
  1. Click Multimedia > Queue groups and select a Unified queue group.
  2. Click the down arrow button beside the media type icon and click Replace with new <media type> queue, click on the media type icons to select which media types the queue group can handle.

    A queue configuration window opens.

    For instructions on configuring an email, chat, SMS, or open media queue, see "Adding multimedia queues".

    Note:
    • Queue Inqueue workflows cannot be configured when adding new queues as members of Unified queue groups. Inqueue workflows for new queues must be configured in YourSite > Queues after the Unified queue group is saved.
    • By default, new queues added this way will use the name of the Unified queue group and the reporting number.
  3. When you are done configuring the new queue, click Save.
  4. Click Save.
To replace an associated queue with an existing queue
  1. Click Multimedia > Queue groups and select a Unified queue group.
  2. Click the down arrow button beside the media type icon and click Replace with existing <media type> queue.
  3. Select a queue and click OK.
  4. Click Save.
To remove a media type from a Unified queue group and set the associated queue as historical
  1. Click Multimedia > Queue groups and select a Unified queue group.
  2. Click on a selected media type icon.
  3. Click Save.
Parent topic: Adding queue groups
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