User Distribution Queues

Updated: August 6, 2024

Go to: Data > User Distribution Queues

User Distribution Queues (User Queues) are distribution queues for data objects, such as contacts, where user/agent assignment is unknown and certain distribution settings are desired.

For example, when contacts are posted through an API, a user queue can offer users the new contact to claim. As offers are claimed, the system auto-assigns it to themselves. This allows users to work through the customer's journey until the deal is closed.

Click Create New to begin.

Name. Create a name for the user queue.

Description (optional). Provide a description of the queue.

Distribution Strategy. This feature provides distribution options:

• Least Recent: This option routes to agents with the longest distribution wait time.
• Random: This option randomizes which agents receive the offer alert.

Filter Agents Only. When enabled, this option filters for users that are agents.

Filter Agents Logged Into a Campaign. When enabled, this option filters for agents that are currently joined to a campaign. If disabled, agents do not need to be joined to a campaign to receive offers from the queue.



Filter Agent Statuses. This feature provides agent statuses to filter by in order to distribute offers. Select a status and click +Add to apply. You can select as many as necessary.

Exclude Agent Statuses. This feature provides agent statuses to exclude from the offer distribution. Select a status and click +Add to apply. You can select as many as necessary.




Note: Ensure the same agent status is not selected for both. Otherwise it may cause a loop and may not work as intended.

Offer Confirmations



Enabled Confirmations. When enabled, and an offer becomes available, agents are given the opportunity to Claim the offer through "Offer Confirmations." Once claimed, the offer can be viewed by the agent.



The if agent clicks Cancel, or the offer times out, then the queue will follow its distribution settings.

When a new contact offer is claimed, the Owned_By contact field displays the agent who now owns the contact.

If "Enabled Offer Confirmations" is disabled, the system automatically assigns the offer and notifies the agent of the assignment.

Max Simultaneous Offers. This feature refers to the number of simultaneous offers given per distribution. Enter a value between 1 and 20. If two or more simultaneous offers are given, whoever clicks the Claim button first, gets the assignment. If an agent claims an offer, but has already been assigned to another agent, the "Sorry, another user claimed this new lead offer before you did" notification is displayed.

Offer Timeout Seconds. This feature refers to the number of seconds before the offer time's out. Enter a value between 10 and 2,592,000.



Failover. If no user assignment can be made, this feature provides the option to use another user queue. First, another user queue would need to be created, then add it to the failover option.

Click Save to finish.

Members

Members are agent participants in the user queue. Select users from the "Potential Members" column by clicking the + icon to move them to the "Current Members" column. To remove a user from the "Current Members" column, click the trash icon.

Unassigned SMS User Queue

At times, unassigned SMS can come become available. This occurs when someone that's not a known contact sends an inbound SMS. This SMS is unassigned. User queues can create order and distribute SMS to users so that they're answered accordingly.

To add a user queue for SMS, first create the user queue, then go to: Account > Settings > Voice/Messaging Default Settings > Unassigned SMS User Queue section, select the user queue and click Save.



Logs

This page displays a log of every execution. This helps managers keep track of offers and claims as well as ensure the API is consistently working.

Conclusion

User queues are useful in contact distribution. Whether adding contacts via an API or receiving unassigned SMS, this features helps managers maintain data and SMS flow and management.