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RETURN TO THE AGENT QUEUE PRIORITIZATION PAGE
When you create a call queue with Agent Prioritization enabled, the call priority settings will apply to
anyall call routes using that
use thequeue. If a queue was created
prior tobefore you activated the Agent Prioritization feature
activated in your system, it
doesn’twill not have
any callthese priority settings.
If you have an existing queue created prior to feature activation, you can use the same agents andTo use Agent Prioritization with a queue created before the feature was activated, you need to create a new queue with prioritization
assigned.settings and assign the same agents to it.
This guide shows you how to take an existing queue and apply call priority settings to that queue. A call queue is simply a group of Agents that are grouped together for a common purpose such as sales or service focused or grouped by what language they speak. Agents specializing in these different areas can be assigned to specific queues so when calls get presented to this group of Agents, they are better equipped to help the caller.
Note
Depending on your company’s software settings, this feature may not be available.
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
You must be signed into CallPotential's web version as an Administrator to access Settings and create call queues.
Agent Queue Prioritization must be enabled by your system administrator. Depending on your company’s software or admin settings, you may not have access to Agent Prioritization.
Access
Select a Queue to Edit
Settings - Click to access all your available administrative settings.
(B) Contact Center Configuration - Click to access all the available Contact Center settings.
(C) Queues Queues - The Configure Contact Center will open by default. Click to access your list of all call queues. Click here for detailed instructions on how to create a call queue.
(D) Edit - Click to open the Edit Queue popup and available editing options.
Edit Queue
Queue name - Edit the current call queue name. Make sure it is descriptive enough to help you identify which Agents should be placed in it when you are adding new or editing current users. The name can only include letters and numbers. It also cannot be the same as a previously used queue or be left blank.
Hold Music - If you're previously uploaded hold music, you can click this dropdown to select from those files. You can also upload a new music file.
Notify Caller of Queue Status - Checking this box will replace your hold music with a repeated announcement indicating what number the caller is in the queue.
Agents in Queue - Click this pulldown option to select more agents, deselect existing agents in the list, etc.
Agent Priority - With your updated agents list, assign new priority to agents, if required. Calls will be presented to agents based on their priority number (1 = prioritized first, 5 = prioritized last).
Save - This option is enabled once you've made edits. Click to save the new call queue.
Note: You can identify which call queues already have agent prioritization in the Prioritized column.
Agents in Queue - Click this pulldown option to view the agents in the queue. Capture the agents in this queue; you’ll use them to create the new queue with prioritization assigned.
Cancel - Without making any changes, click Cancel to return to the Queue list.
Archive- Select the queue and click Archive.
Next, create your new call queue with the same agents and assign priority to each agent. See Creating Call Queues with Agent Prioritization. It is recommended to name the new queue with prioritization similar to the old queue.
Update Call Route with New Prioritized Queue
Call Routes - From the Admin main settings page, click Call Routes.
Edit - Click the edit icon to edit the call route.
Edit Route Connect - click the edit icon on the Route Connect node.
Select new prioritized queue - click the Queue Name pulldown and select the new queue with prioritization.
OK - with the new prioritized route selected, click OK. The call route now has the priority rules you created with this new route.
