Now that you have successfully added agent accounts to your manager app, the next step is to incorporate them into queues so they can effectively handle incoming calls. If your focus is on outbound calls only, queues may not be necessary. However, if you anticipate customers calling back, this becomes relevant for your operations.
Creating and managing queues
Similar to adding agents, you have the flexibility to create multiple queues as needed. For example, if you implemented an IVR with departments like Sales, Support, and Tech, you can create separate queues for each team. Here's how:
- Go to
Routing & queuing > Queues
- Click the "Add" button in the upper right corner to create a new queue. Initially, provide a name and click 'Save'.
Defining agent selections
After adding the queue, you must specify the agent selection criteria. Edit the queue by clicking its name or the pencil icon.
Under the Agent selection rule section, click the "Add" button. Here, you define the trigger and the selection.
Agents can be selected based on:
- Group membership
- Agent tags
- Individual agent names
- Combinations of the above (for more complex setups)
Let's consider a simple example:
Since all agents are part of the _all group, you can select this specific group to ensure all agents handle incoming calls. Additionally, you need to assign a trigger. For now, select "Always" as the trigger (we created it in the previous lesson), indicating that all agents will receive calls under any conditions.
The settings section allows further customization of the queue. In the queue editor view, click the "+" button next to Queue Settings to access the options. Extended, you should see these options:
Default settings such as agent wrap-up time and dial order can be modified to suit your requirements.
If you prefer to follow video instructions, check it here:
If you're interested in exploring advanced selection and queue mechanisms, we recommend reading additional articles on topics such as:
However, there's no pressure to delve into these complexities right now. We'll cover them in due course.
Congratulations on completing Section 1 of Chapter 2! You now have knowledge about Call Flow Modules, Triggers, Agents, the babelConnect app, and Queues. You're ready to proceed to Section 2, where we'll build your first basic call flow