Adding A Queue

Adding A Queue

Quick Tricks - click on queues, select CREATE QUEUE, enter a queue name, assign teams (organisations), select the assignment and log out behaviour and click CREATE QUEUE.

Queues allow you to manage your team's workload.  You can create as many queues as you like and can either move conversations to these queues manually or have a bot move them where relevant.  Through the use of queues you will be able to control which conversations are managed/visible by which teams, how those conversations are managed and gain insightful performance indicators.

Every organisation has a default queue, conversations within the default queue aren't visible in the front end.

Step 1

Click into Queues and select CREATE QUEUE



Step 2

Decide a name for your Queue.  This name will appear in the Conversation screen queue drop down.    Next select the teams you want to assign to this queue.  Teams are Organisations available within your Webio account.  You then decide how you want your queue to assign messages and what to do on log out.  



For further information on Assignment rules and logout behaviour please see https://knowledge.webio.com/portal/kb/articles/queue-settings-and-behaviour

Step 3

If you wish to set SLAs, select the tick box next to Average Response Time and Max Open Conversations.  You can then enter the time (in minutes).  The SLAs will turn the queue Orange if performance gets within 10% of the set level and Red if it matches or exceeds it.  Once set click CREATE QUEUE.  Your queue will now be available within the Conversation screen and bot steps.  Users can manually move conversations to it or alternatively bots can be configured to push to queues as required.



It is important to create the queue at the right Organisation level for the behaviour you want to achieve.  The Organisation you are logged into will be the Organisation that owns the queue.  Users of that Organisation will always have access to its queues and Assignment rules will be applied to users within that Organisation.  If you want assignment rules to only be applied to users of a child organisation, you must log in to an account at the child level and create the queue there.  Parent organisations can still view the queue but without having conversations assigned to them. 


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