The Preferences tab allows Admins to configure multiple settings for a given Queue. The section is divided into:
- Global Settings: Applies to all interactions.
- Channel-specific settings: Applies only to a particular channel, like Voice or Digital.
- Product-specific settings: Applies only to a particular product, like Advanced Dialer.
Table of Contents
Global
Transfer Preferences
The Admin can select a queue and configure the settings that impact how the queue sends and receives transfers, under "Preferences." These settings apply to all transfer types the queue can receive across channels, including Voice Consult (warm) transfers, Voice Blind transfers (In Preview), and Digital transfers.
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Once an existing queue is selected, the following transfer settings are available:
- Available to receive transfers [1]: Controls if the queue can receive transfers. When enabled, the queue appears as a destination. When disabled, it is unreachable.
- Limit transfer destinations [2]: Controls if transfers coming from this queue can go to any available queue, or only to a predefined allowed list of queues. When enabled, the allowed list is displayed below, and Admins can add or remove allowed queues.
Channels: Voice
Transfer Preferences
The following settings apply specifically to Consult (warm) transfers to a queue. Consulting with an agent from a different department prior to transferring a call is crucial in some critical businesses to guarantee that everyone involved in the conversation is aware of the contact person's problem, without the need to repeat information or explain the issue multiple times.
In consult transfer to queue scenarios, agents requesting consult transfers to queues have a customized in-queue experience, and agents are prioritized based on idle time, improving efficiency and fairness in call distribution.
The following settings are available:
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Maximum waiting time [1]: Time threshold for the system to find at least one agent who can be consulted. When this limit is reached, the consultation request will be canceled, and the agent will resume the conversation with the contact person who was on hold during this time.
All matching agents in the consulted queue, independently of their status (all statuses are being considered), will be exhausted until the maximum waiting time is reached.- Default value: One second for existing ring groups/queues in order to maintain the behavior with no waiting experience, and 1800 seconds for new queues. These values can be adjusted for a specific queue or in bulk for all queues of a single page.
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Offering timeout [2]: Maximum time each agent on the consulted queue has to answer a consultation request. When this limit is reached, the call will stop ringing one of the available agents on the consulted queue, and it will ring the next available agent, if any.
Agents are sorted by idle time, and the number of agents to ring at a time is one.- Default value: 35 seconds.
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Waiting music to play [3]: Music played when one of the call participants is put in the waiting queue. For consult transfers to queue scenarios, the waiting music will be played to the agent requesting the consult.
- Default waiting music: the same “default music” available for the “Assignment and Dial” Studio component.
- Transfer Priority [4]: Defines how this queue's transferred interactions are prioritized relative to other interactions already waiting in the destination queue.
Assignment System offers lower-numbered priorities first; within the same priority, the interaction that has been waiting longer is offered first. This means a transferred interaction with a higher priority can be offered to an agent before a lower-priority interaction that has been waiting longer.
- Allowed values: 1 (highest priority) to 10 (lowest priority).
- Default value: 1. Existing queues without a configured value will also be treated as priority 1.
Notes:
- From the moment the consult to a queue is requested (and the agent that requested the consult enters the waiting queue) until the moment the contact person is transferred to an agent, the maximum waiting time limit is reached, or the consultation ends/is canceled, the contact person remains on hold. The hold music being played is the one configured at the account level if enabled. If no hold music is available, the contact person will hear silence during this period.
- Priority settings will apply only for Warm Transfers.
For the agent-facing steps to start and complete a consultation, see Using the Consult option in the article Conversations (Voice Channel): Features Guide.
Call Wrap-up Settings
The wrap-up stage allows agents to complete any outstanding tasks after a call, having a designated timeout for this purpose. The status of agents during this period changes to "After Call Work" (ACW). Additionally, agents may also be presented with a form where they can enter important information about the call, such as call dispositions and notes. To access "Call Transcription" and "Smart Notes" capabilities in Agent Assist the wrap-up needs to be selected.
Wrap-up settings can be configured for three types of voice interactions:
- Inbound calls: indicates whether or not the wrap-up stage is enabled for incoming calls.
- Outbound calls: indicates whether or not the wrap-up stage is enabled for outgoing calls.
- Transferred calls: indicates whether or not the wrap-up stage is enabled for transferred calls.
For each of them, the following settings are available:
- Timeout [1]: Defines the duration for which a user will remain in ACW status after the call.
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Add Wrap-up form [2]: Configures whether or not the wrap-up form will be displayed after a call ends.
- Disable the option to dismiss wrap-up form: When enabled, hides the dismiss button during the wrap-up stage after a call.
- End wrap-up stage after submitting or dismissing the form: Defines whether the ACW status ends automatically after submitting the wrap-up form.
- Automatically submit wrap-up form when timeout expires: Defines whether the wrap-up form is submitted automatically when the configured timeout is reached.
Note: In specific scenarios where the system is not able to relate an interaction to a single specific queue (like an interaction coming from an Assignment & Dial component with multiple queues listed), the wrap-up settings defined for the user handling the interaction will be applied.
Channels: Digital
Digital Conversation Wrap-up Settings
The wrap-up stage allows agents to finalize any remaining tasks after a digital interaction. During this stage, the agent's status remains unchanged. However, the conversation continues to occupy the agent's capacity until the agent either submits or dismisses the wrap-up form. Agents can complete a form to enter important details about the interaction, such as dispositions, notes, or contact information.
Important: Wrap-up settings can only be configured for inbound digital interactions.
The following settings are available:
- Wrap-up for inbound digital conversations: Indicates whether the wrap-up stage is enabled for incoming digital interactions. This toggle appears only after clicking Edit.
- Timeout [1]: Defines the duration for which a user will remain in ACW status after the interaction.
- Disable the option to dismiss the wrap-up form [2]: When enabled, hides the dismiss button during the wrap-up stage after a call.
Note: In specific scenarios where the system is not able to relate an interaction to a single specific queue (such as an interaction coming from an Assign Agent to Message component configured with multiple queues listed), the wrap-up settings defined for the user handling the interaction will be applied.
Queues Edit Mode
Change Global Preferences for a Queue
In edit mode, the Admin can configure if the queue is available to receive transfers and choose whether or not to limit transfer destinations for a queue.
Select Enable or Disable [1] to define if the queue is Available to receive transfers.
Note: this setting does not affect the option to Limit transfer destinations.- Toggle between Enabled and Disabled [2] to define if this queue can send transfers to any available queue, or only to a predefined allowed list.
- If you select Enabled, click Add allowed queues [3] and type the names of the queues to be added as allowed destinations.
Change Voice Preferences for a Queue
Edit Transfer Preferences
In edit mode, the Admin can update the “Maximum waiting time”, the “Offering timeout” and the “Waiting music to play” preferences for a queue.
- Select the “Maximum waiting time” field [1] and change it accordingly to a value between 1 and 10800 seconds.
- Select the “Offering timeout” field [2] and adjust it as needed to a value between 1 and 180 seconds.
- For the “Waiting music to play” field [3], select the “Use prompts” option and choose a prompt from the list of active prompts available in the account to define a customized waiting music.
- Select the "Priority" field [4] and choose a value between 1 and 10 to define how this queue's transferred interactions are prioritized against other queued work.
Edit Call Wrap-up Settings
In edit mode, the Admin can update wrap-up settings for three types of voice interactions:
- Inbound calls: indicates whether or not the wrap-up stage is enabled for incoming calls.
- Outbound calls: indicates whether or not the wrap-up stage is enabled for outgoing calls.
- Transferred calls: indicates whether or not the wrap-up stage is enabled for transferred calls.
For each of them, the following settings are available:
- Timeout [1]: Defines the duration for which a user will remain in ACW status after the call.
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Add Wrap-up form [2]: Configures whether or not the wrap-up form will be displayed after a call ends.
- Disable the option to dismiss wrap-up form: When enabled, hides the dismiss button during the wrap-up stage after a call.
- End wrap-up stage after submitting or dismissing the form: Defines whether the ACW status ends automatically after submitting the wrap-up form.
- Automatically submit wrap-up form when timeout expires: Defines whether the wrap-up form is submitted automatically when the configured timeout is reached.
Change Digital Preferences for a Queue
Edit Digital Conversation Wrap-up Settings
Wrap-up settings can only be configured for inbound digital interactions. The following settings are available:
- Wrap-up for inbound digital conversations [1]: Indicates whether the wrap-up stage is enabled for incoming digital interactions.
- Timeout [2]: Defines the duration for which a user will remain in ACW status after the interaction.
- Disable the option to dismiss the wrap-up form [3]: When enabled, hides the dismiss button during the wrap-up stage after a call.
Bulk Changes for Queues’ Preferences
In the Queues’ list, the Admin can select one or more queues of one page (all queues of one page can be selected at the same time) and bulk change their preferences by clicking the Change preferences button [1].
In the “Change values for preferences” side panel, it is possible to select and update the settings that the Admin wants to apply to the selected queues.
After the settings update, the Admin can select Change settings [2] to apply the changes made.
If only one setting is selected and adjusted, the ones that were not selected will remain the same for all the chosen queues.
Managing Prompts' Usage
Under Prompts (Studio > Prompts), the information on prompts being used in queues can be consulted.
In case a prompt is being used in one or more queues, the Admin can select the “Used in X place(s)” information to see where. Prompts can be used in both Studio flows and queues.
The “Prompt usage” side panel will show information on the flows and queues using the selected prompt.
When clicking View for a specific queue, the Admin will be redirected to that queue’s “Details” tab.
Notes:
- Prompts in use cannot be deleted.
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At this moment, prompts can still be archived directly in Studio components. Admins need to take care while archiving prompts in Studio since they can be in use in a queue.