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The purpose of this guide is to explain how system administrators can create new call queues with the Agent Queue Prioritization feature enabled. 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.
When you create a call queue with Agent Prioritization, the call priority settings apply to any call routes that use the queue. If a queue was created prior to the Agent Prioritization feature activated in your system, it doesn’t have any call priority settings. If you have an existing queue created prior to feature activation, you can use the same agents and create a new queue with prioritization assigned. See Updating an Existing Queue with Agent Prioritization for more information.
Access
Settings - Click to access all your available administrative settings.
Contact Center Configuration - Click to access all the available Contact Center settings.
Queues - The Configure Contact Center tab will open by default. Click to access your list of queues.
New Queue - Click to create a new call queue and edit its settings. Click here to learn how to edit existing call queues.
Create a New Call Queue
Click on image to expand for a better for larger, expanded view of options.
Queue name - Create a name that 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 in its name. It also cannot be the same as a previously used queue or be left blank.
Queue Type - The system defaults to Calls. Leave this selected when creating a call queue.
Hold Music - If you've previously uploaded hold music, you can click this dropdown to select from those files. You can also upload new hold music.
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 on Assign Agents and select agents to create an Agent Queue Prioritization list. The Select All option will select every agent.
Agents Agent Priority - Click on Assign Agents and select agents to create an Agent Queue Prioritization list. The Select All option will select every agent.
Assign the selected agents from the previous step their priority. 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.
