Editing Call Queues with Agent Prioritization

RETURN TO THE AGENT QUEUE PRIORITIZATION PAGE

The purpose of this guide is to explain how system administrators can edit 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.

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 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.

Select a Queue to Edit

Edit - Click to open the Edit Queue popup and available editing options.

Note: You can identify which call queues already have agent prioritization in the Prioritized column.

Edit Queue

Queue status - Shows the current queue status. The queue status will display as Activated (all changes saved and applied), Activation in Progress (edits cannot be applied until activation is complete), or Activation Failed (an error occurred saving changes to the queue, click the Retry button to try again).
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).

Note: Agent Prioritization is only available for queues that were created after the Agent Prioritization feature was enabled. Existing queues (queues created before feature enablement) will remain unchanged and will not be prioritizable.

Save - This option is enabled once you've made edits. Click to save the new call queue.

Note: Successful edits to call queues show an Activated status above. If you receive an Activation in Progress status, edits cannot be applied until activation is complete. Click Cancel to return to the Call Queue list and check back later.

Note: If you receive an Activation Failed status, an error occurred saving changes to the queue, click the Retry button to try again.