Queue Settings and Behaviour

Queue Settings and Behaviour

Overview

Decide how you want your Queue to assign messages and what to do when users log in and log out. Also set a value in the Max Open Conversations to limit the conversations that can be assigned to a user. 
You can set your queue settings, by clicking into Queues, then clicking into the queue you want to edit.


Assign Agent Teams

Decide to what Roles, the assignments rules below are going to apply. 

Assignment Rules

If you are a user of the Organisation that owns the queue you will see all conversations regardless of who they are assigned to.
 
Self Selection - all conversations are visible to all users that belong to a team assigned to the Queue.  Once a conversation is replied to, the user then owns that conversation meaning it is no longer visible to other users (unless they are at the owning (parent) organisation level).

Round Robin - conversations are assigned to a user at the point the conversation is placed into the queue.  The conversations are assigned to users in a circular order.  If no user is signed in, the conversations will be unallocated.  Unallocated conversations behave in the same way as Self Selection conversations described above.

Least Busy - conversations are assigned to a user at the point the conversation is placed into the queue.  The conversation is assigned to the user with the least amount of open conversations assigned to them.  If no user is signed in, the conversations will be unallocated.  Unallocated conversations behave in the same way as Self Selection conversations described above.

Logout behaviour

When a user logouts conversations can either remain with the allocated user or be redistributed to the queue.

Redistribution from a queue means the conversations will become unallocated on log out.  These conversations will then be visible to every user that has access to the queue.

If the queue is set to Do Nothing then the conversations will remain with the user that they were allocated to.

Login Behaviour

When a user logins they can view any unassigned conversations and reply to them.  You can also choose to redistribute on login, which will assign any unassigned conversations to a user when they login, up to the Max Open Conversations limit.  If no limit is set, all unassigned conversations in the queue will be assigned to the user that logs in.

Max Open Conversations

To limit how many conversations can be assigned to a user set a value in the Max Open Conversations.  This will limit the conversations that can be assigned to a user. 


    • Related Articles

    • Open conversations on a deleted queue

      If a queue is deleted and a customer replies late, the reply will be delivered but it will not show on a queue in the conversation screen (it will only show on the database) - but conversations can be shown if searched for on the search bar and also ...
    • Conversations Screen

      Overview To access your customers' conversations, log to Webio and click on to the Conversations screen. From here you can: Navigate through your customers' conversations and intervene when necessary. Download conversations transcripts. Send ...
    • Inactive Queues

      Quick Trick: 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 ...
    • Move The Conversation To Another Queue

      Overview To access the Conversation Settings, click the three dots at the top of the Conversation screen. From here you can: Move the conversation to another queue. Set a status against the conversation. Add customer's phone numbers or other channel ...
    • Self-Service Studio - Settings

      Overview Self-Service Studio allows you to configure the settings of your customer portal. Configure ID&V Choose what information the customer has to provide when logging in to their personal area. Enable or disable Promise to Pay and Payment Plans ...