Queues and routing profiles

Confirm before relying. Quotas, prices, and names change.

Queues wait. Profiles decide who is eligible.

You create a queue, attach hours, an outbound caller ID, and optional quick connects. Set working queue selects it. Transfer to queue places the contact. The default is 100 queues and 50 queue-channel combinations per routing profile.

Agent queues are for transfers to a person. The default cap is 10 contacts waiting on one agent queue.

• Priority is per profile, not a property of the queue alone.
• A contact can sit in a queue that is outside the hours if you never checked hours.
• Callbacks still occupy the queue's logic. They need a staffed profile.
• Name queues for the work, not for a person.

Source: Standard and agent queues

Priority, delay, and concurrency

Voice concurrency is typically one. Chat can be higher. The profile lists queues per channel, and each queue-channel pair counts toward the quota of 50. Manual assignment queues have their own count of 50.

Routing criteria add steps that expire, which is the Connect version of a precision-queue step. Proficiencies are levels on predefined attributes, 10 per agent by default.

• Delay is in seconds. A delay of 0 means eligible immediately.
• Two profiles can point at one queue with different priority.
• Cross-channel concurrency is a choice. A voice call plus three chats is a workload, not a free feature.
• Change routing priority / age if a flow must jump the line. Use it rarely and log why.

Source: Routing profiles

Hours and overrides

You get 100 hours-of-operation objects, 50 overrides each, and at most 3 associations to inherit recurring overrides. Overrides are how holidays work. An override that does not include the date you think it does is a normal incident.

Out-of-hours should say when you are open and offer a callback or a task if that is honest. Do not transfer to a queue you just proved is closed unless the queue flow also knows.

• Check hours before Set working queue.
• Publish the time zone in the prompt if you serve more than one.
• Overnight hours that cross midnight need a careful read of the day boundary.
• The override quota is not adjustable.

Source: Hours of operation