Queues, formerly known as "Ring Groups", are a feature that groups users based on certain characteristics such as skills, departments, and languages. This feature helps route calls to agents with the proper skills to handle them, using the assigned ring groups as criteria.
When queues are associated with a number or IVR, incoming calls are only routed to agents who are also associated with at least one of those queues:
- Each agent must have at least one queue.
- Each phone number must have at least one queue.
- When configuring an IVR, the IVR prompts can be used to redirect calls to a specific queue.
Learn more below on managing queues:
Adding or Removing a Phone Number Associated with a Queue
Permission to Only Edit Queues
Bulk Adding or Removing Queues
Creating a New Queue
Before associating a Queue with a phone number or agent, it must first be created through the Queues menu.
- Go to Admin [1].
- Select the Queues option [2].
- Click Create queue [3].
- Enter a name for the new Queue and configure the desired settings. Note: Special characters such as “@” are not supported in queue names.
- Click Create queue to create it [4].
Once the Queue has been created, it can be associated with phone numbers and agents.
Adding or Removing a Phone Number Associated with a Queue
Note: The permission to create and manage queues requires that the user's role in the Roles and Permissions tab is set to of one of the following:
- Agents: Scope “All” + Permissions "View" + "Create"
- Agents: Permissions "View" + "Update" + "Assign Ring Groups"
2. Go to Admin [1].
3. Select the Numbers tab [2].
4. Click the phone number you want to associate with the team [3].
5. Open the Classic settings tab [4].
6. Add a queue to the phone number by writing the name of the queue on the “Queues” field [5]. Only existing Queues will be available for selection.
7. To remove a Queue, simply click on the “x” next to its name [6]. Chained queues, whose names are preceded by an infinity symbol, can also be removed by following the same process.
Note: If a chained queue has been previously added, you will only be able to add additional queues if, first, you remove the chained ring group.
8. Click Save to apply the change to the phone number [7].
Adding Agents to a Queue
Note: Queues must exist before they can be assigned to an agent. If the Queue needed does not appear in search results, create it first through the Queues menu.
After a Queue has been created and added to at least one phone number, agents can be associated directly in the Queues app or later in either the Queues or Users app.
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Users with the appropriate permissions will log into the platform and navigate to the "Users app."
- Within the Users app, they will need to find and select the specific individual user to whom they wish to assign a ring group.
- Select the “Edit Classic settings” option on the drop-down on the right side of the selected contact.
- In the "Queues" section, search and add the desired ring group(s). Only previously created Queues will appear in search results.
After making the selections, the changes will need to be saved to apply the new queue assignments.
You can set up multiple teams within your contact center by assigning different queues to agents. When an agent has more than one queue, our skills-based routing rules determine how calls are routed to agents.
Learn how to filter and see metrics results per team in Talkdesk Live.
Editing Queues
By default, Administrators have access to all areas within the Admin section and, as such, are able to edit and manage all the settings within the agents’ profiles, including “Queues”.
On the other hand, Supervisors, Agents, and custom roles with similar permissions do not have access to the Agents tab of the Admin section by default. These roles can only edit queues if the right permissions are set for them.
Administrators with editing access to the Roles tab must enable/disable the specific permission settings as described below.
Permission to Only Edit Queues
To enable a role to only update queues, follow the steps below:
1. Select the Admin section [1].
2. Click the Roles and Permissions tab [2].
3. Choose the role that you would like to change [3] and once within the role’s page, click on Permissions.
4. Click on Edit and scroll down to “Admin” [4].
5. On the “Agents” section, select View and Update, as well as the Assign Queues permissions [5].
6. Click Save to apply the changes [6].
Note: By activating this permission, the users with this role will only be able to edit Queues and will not be allowed to change anything else on the agents’ profiles. Learn more about how to customize a role.
Bulk Adding or Removing Queues
Note: To fully remove queues from an account, please contact Support.
Please ensure that the queue is removed from all Numbers, Agents, Teams, and Dispositions, as this may interfere with the deletion process.
To add or remove queues from users, you can use the bulk actions feature in the Agents and Users tab. Learn more here.