Page Comparison

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1. Log in to the VCC Admin Portal as a supervisor. For information on logging in to the VCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.

2. From the homepage, move your mouse pointer over the menu icons on the left of the page. In the menu that appears, click Virtual Queues. Virtual Queues appears.

3. Click Create New. A new virtual queue appears.

4. Provide the following information:

   Field	Description
   Name	The name of your new virtual queue. Info Virtual queue names can only contain numbers, letters, and spaces.
   Priority	If priority call handling is enabled for your account, Priority appears. Priority determines whether calls that enter this virtual queue are priority calls. Click Yes to specify that calls that enter this virtual queue are priority calls. Click No to specify that calls that enter this virtual queue are not priority calls.
   Skills	The skill or skills that the interactions require to appear in the virtual queue. In the Skills list, click to see the skills that exist in the Skill ManagementUser Admin. For information about Skill ManagementUser Admin, see Skill Management User Admin. Click the name of the skill to add the skill. Click x alongside the skill name to remove the skill. Add as many skills as you would like for your virtual queue.
   Wait Time Target	The time in which you want interactions that require the specified skills answered. Specify the time in the day, hour, minute, and second lists within which agents must respond to interactions in the virtual queue.
   Percentage Target	The percentage of interactions that require the specified skills you want answered within the target wait time. Type the percentage of interactions that you want answered within the time you specified in Wait Time Target.

   

   In this example, a virtual queue containing interactions that require French and Sales skills is being created. 90% of the interactions in the queue must be answered within one minute to satisfy the service level agreement.

5. Click Save. Your new virtual queue appears in the list of virtual queues, sorted alphabetically. Alternatively click Cancel to undo your changes.

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1. Log in to the VCC Admin Portal as a supervisor. For information on logging in to the VCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.

2. From the homepage, move your mouse pointer over the menu icons on the left of the page.
   In the menu that appears, click Virtual Queues. Virtual Queues appears.

3. Existing virtual queues appear in a list, sorted alphabetically.
   To delete a virtual queue, click the  icon at the right of the virtual queue you want to delete, and click Delete.
   
   To edit a virtual queue, click the virtual queue you want to edit. The virtual queue appears.

4. Change any of the values in the fields. For information about the fields, see How do I create a new virtual queue in Vonage Contact Center? 226405276. You can also delete the virtual queue from this view.
   
   

5. Click Save. Your edited virtual queue appears in the alphabetical list of virtual queues. Alternatively click Cancel to undo your changes.