Updated: April 8, 2024
Go to: Contact Center > Queues
In our last article, Queues, we mentioned that queues are destinations that can be thought of as "waiting areas" for customers; queues are a grouping of agents set up to receive inbound calls. Let's begin with the first of four main parts of the queue set up: Queue Info.
Click Create Queue to begin.
Name. Create a name for the queue.
Description. Provide a description of the queue (optional).
Extension. Setting an extension number allows for internal dialing. For example, if a customer needs to reach another department, the agent can transfer the call by entering the queue's extension and connect them to that queue. Extensions are also used with connector speed dials and transfers.
Next Article: Finding An Agent
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