The Queues Page contains a live, updating view of all your Queues.
It includes how many tasks are in each, and the duration the of the oldest task in each, so that you get a snapshot of how quickly agents are working through each queue and whether you may need to add or remove agents from each queue. Additionally it shows the total number of tasks completed so far in the data and the average wait time for those asks to be completed. These stats can be filtered by last 5 min, 15 min, 30 min, 1 hour or Today.
Regal accounts come with the following set of default queues.
- Inbound Calls queue - where inbound calls are sent
- Outbound Calls queue - where campaign-triggered outbound call tasks are sent
- Manual Outbound Calls queue - where manual outbound calls are shown
- Callbacks queue - where Scheduled and ASAP callbacks are sent
- Inbound SMS queue - where inbound sms tasks are sent
- Outbound SMS queue - where outbound sms tasks are shown
- Quiet Hours queue - where tasks that are in local quiet hours are temporarily parked and not available to agents
- Snoozed queue - where snoozed tasks are temporarily "parked" while snoozing, and are not available to agents
- Transfers queue - where transferred tasks are sent
You're able to create your own queues from the Queues Settings page. You're able to see a list of all your queues here and are able to click "New Queue" to create a new queue to use in Routing Rules.
Queue Name and Description
Max Reserved Agents
For each queue you can, you set the number of agents you want to be reserved at the same time for a task. For example, if an inbound call comes into the Inbound Call queue, how many agents do you want that inbound call to ring to? If you set Max Reserved Agents = 1, only one agent will see that inbound call at a time. But to get the call answered faster, you can increase the number of Max Reserved Agents to e.g., 5, and it will ring all five agents at the same time, making it more likely the call will be answered faster.
Don't Set Max Reserved Agents Too High
Setting Max Reserved Agents to too high of a number can create a frustrating agent experience, and a feeling that "my tasks are always disappearing" because they are competing for tasks with other agents. It's common to be more aggressive with Inbound Calls because customers have little tolerance for waiting on the line, so setting that at 3 or 5 agents is reasonable. For Outbound Calls, it's common to be less aggressive and just leave Max Reserved Agents at 1 agent.
Queue Eligibility Expression
An Eligibility Expression determines which agents are eligible to be assigned the tasks in a queue. Teams, skills, email addresses and agent activity status can be used to specify which agents should be in a queue. Below are some examples of common expressions.
|All agents should be in the queue.||1 == 1|
No agents should be in the queue.
|1 == 0|
|Only agents with the Outbound Call skill should be in the Queue.||routing.skills HAS 'Outbound Call'|
|Only agents with on the Escalations team should be in the queue.||teams HAS 'Escalations'|
|Agents that either have the Outbound Call skill or is on the Escalations team should be in the queue.||routing.skills HAS 'Outbound Call' OR teams HAS 'Escalations'|
|Agents that either a) have the Outbound Call skill or are on the Escalations team or b) have the email firstname.lastname@example.org should be in the queue.||(routing.skills HAS 'Outbound Call' OR teams HAS 'Escalations') OR email == 'email@example.com'|
|Only route to Retention agents in a particular activity status should receive this task.||teams HAS 'Retention' AND current_status != 'Pause Assignment'|
FIFO vs. LIFO Queues
Queues can be set up as FIFO or LIFO.
- FIFO queues order tasks on a first come, first serve basis. Typically inbound queues that contain inbound calls or inbound SMS are set up as FIFO.
- LIFO queues order tasks on a last in, first serve basis. Often Outbound Call queues are set up as LIFO as you want to optimize for "Speed to Lead" meaning prioritize the "Hottest Lead" that came in most recently since the theory is that they have the highest intent.
You can set local quiet hours for your account to ensure customers are not called at inappropriate hours relative to their local timezone. By default, local quiet hours are set for 8pm to 9am. Outbound Call tasks will be parked in the Quiet Hours queue during the configured local quiet hours window. Email firstname.lastname@example.org to update the local quiet hours for your account.
Let's say you have 2 queues:
- Acquisition - Outbound Call queue
- Retention - Outbound Call queue
You can set it up so that the Acquisition - Outbound Call queue requires the skill "Outbound Call" and the team "Acquisition Team", whereas the Retention - Outbound Call queue requires the skill "Outbound Call" and the team "Retention Team".
Now let's say you have 4 agents:
- Agent A is on the Acquisition Team and has the skills Outbound Call and Inbound Call
- Agent B is on the Retention Team and has the skills Outbound Call and Spanish
- Agent C is on both the Acquisition Team and Retention team, and only has the skill Outbound Call
- Agent D is on the Acquisition Team and only has the skill Inbound Call
Which of the 2 queues will each agent receive tasks from?
- Agent A will receive tasks from the Acquisition - Outbound Call queue
- Agent B will receive tasks from the Retention - Outbound Call queue
- Agent C will receive tasks from both the Acquisition - Outbound Call queue AND Retention - Outbound Call queue
- Agent D will not receive tasks from either outbound queue because they don't have the Outbound Call skill