Adding A Queue
Overview
The Queues screen, helps 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.
Quick Tricks - click on Queues, select 'Create New', enter a Queue name, assign teams (Organisations), select the assignment and log out behaviour and click 'Create'.
How to add a queue
Step 1
Click into Queues and select 'Create New'
Step 2
- Decide a name for your Queue. This name will appear in the Conversation screen queue drop down.
- Toggle the queue to inactive within the queue screen to prevent users and bots being able to move conversations into that queue.
Users cannot move conversations into an inactive queue from the conversations screen. Trying to do this will result in nothing happening, and the conversation will remain in its current queue. If a bot reaches a move to queue step but that queue is inactive, then the bot will not move the conversation. It will remain in the queue that it is currently in and the bot will progress to the next step as normal. Attempting to use the "move to queue" API endpoint with an inactive queue will result in a HTTP 400 response with a message saying that the account cannot access the queue. An inactive queue will still be selectable in the conversation window. If a queue is set to inactive while there are still conversations within it, those conversations will remain in the inactive queue. You can still select this queue within the conversation window and can move conversations from this queue into another queue (as long as that other queue is active). - Select the teams (organizations) that can access this queue.
- Decide to which roles (From the org you selected in step 3) the assignment rule you configure below will apply.
- Decide the assignment rule of the queue and what happens when any of these roles log in or log out. https://knowledge.webio.com/portal/kb/articles/queue-settings-and-behaviour
- If needed, set a value in the Max Open Conversations. This will limit the n of conversations that can be automatically assigned to an user.
Step 3
When you are ready click 'CREATE'. Your queue is now created and will be accessible via Conversations Screen and will be selectable in Move to queue steps.
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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