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The purpose of this guide is to explain how system administrators can create new call queues with the Agent 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
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.
This feature 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
(A) Settings - Click to access all your available administrative settings.
(B) Contact Center Configuration - Click to access all the available Contact Center settings.
(C) Queues - The Configure Contact Center tab will open by default. Click to access your list of queues.
(D) 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
(E) Title - 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.
(F) Queue Type - The system defaults to Calls. Leave this selected when creating a call queue.
(G) Hold Music - If you've previously uploaded hold music, you can click this dropdown to select from those files.
(H) 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.
(I) Assign Agents - Click the dropdown to select from your list of Agents and assign them to the queue you are currently working on.
(J) Upload (new) Hold Music - There are 2 ways to upload new hold music. You may click and drag an Mp3 audio file here or click the window to access your computer’s file system.
(K) Save - This becomes enabled once you've made all your edits. Click to save the changes you made to the call queue.
