Queue selection settings (DESKTOP)

You can select which queues are visible by clicking the Settings button in the Sidebar and clicking Queue Selection. You are still offered interactions for the queues to which you are assigned, even though they may not be visible.

Ignite can display a maximum of 64 queues. If your profile is new, from an upgrade, or has been restored from a reset, Ignite automatically loads the maximum number of queues, starting with Unified Queues and then Individual Queues. Queues under Reporting Queues are never loaded by default.

The Agent Greeting feature enables agents to record messages (as .wav files) that play automatically to callers when the agent answers an inbound ACD call. The greeting can provide a consistent experience for each caller and free the agent from having to repeat the same introductory phrase for every call.

Agents can record multiple greeting messages in Ignite and assign them to different queues or use the same recorded greeting on all queues. The agent greeting is a two-way playback, where both the caller and the agent hear the recording.

Agents record and manage their greetings on the Agent Greeting tab on the Settings page.

Note:
  • When the agent greeting is playing, the caller is able to hear the agent speaking. To prevent the caller from hearing the agent or other contact center background noise during the agent greeting, mute the agent's headset for the duration of the greeting.
  • Administrative settings determine whether you have access to Agent greeting functionality. If your contact center is not enabled for agent greetings, the Agent Greeting tab will not display in Ignite.
On the Agent Greeting tab, you can:
  • Record greetings
  • Assign greetings to specific queues
  • Designate a recording as the default greeting
  • Play or re-name an existing greeting
  • Re-record or delete an existing greeting
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