If enabled for your account, you can use Virtual Queues to create virtual queues. For information about where Vonage Contact Center uses virtual queues, see Real-time Analytics, Agreement based routing and Priority call handling in ContactPad.
In the Virtual Queues user interface, you can use the TAB key to move between fields and buttons in a logical order.
If you want to report on virtual queue activity and use information for workforce management, you must create virtual queues. If you want Vonage Contact Center to prioritize interactions based on service level agreements, set service level targets for the virtual queues. A service level agreement is the percentage of calls that must be answered within the target time period.
To create a virtual queue, perform the following steps:
Click Create New. A new virtual queue appears.
Provide the following information:
Field | Description | |
---|---|---|
Name | The name of your new virtual queue.
| |
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. | |
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 User Admin. For information about User Admin, see User Admin. | |
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. |
Click Save. Your new virtual queue appears in the list of virtual queues, sorted alphabetically. Alternatively click Cancel to undo your changes.
To edit an existing virtual queue, perform the following steps:
Change any of the values in the fields. For information about the fields, see the How do I create a new virtual queue in Vonage Contact Center? earlier in this page. You can also delete the virtual queue from this view.
Click Save. Your edited virtual queue appears in the alphabetical list of virtual queues. Alternatively click Cancel to undo your changes.