Routing interactions with the Queue activity

The Queue activity branches workflows based on real-time queue conditions, enabling administrators to route interactions based on emerging queue conditions.

For example, an administrator building an Email Inbound workflow configures the Queue activity to send emails waiting in queue four hours or longer to a secondary queue. This enables the contact center to meet its service level goals.

The Queue activity is available to all Multimedia Contact Center workflows.

Applying queue conditions to the Queue activity

The following explains how to
Note:

Multimedia Contact Center evaluates Queue conditions from left to right. To change the order in which the activity evaluates conditions, see "Changing the order in which branches are evaluated".

To associate queue conditions to a queue or queue group
  1. Right-click the Queue activity and select Add.
  2. Type a Name for the queue condition and, after Queue, click the ... button.
  3. Select either Queue or Queue Group, select the queue or queue group and click OK.
  4. Click Add and, from the second column, select a real-time statistic from the drop-down list.
  5. In the third column, select an operator from the drop-down list. Options vary according to the variable chosen.
  6. Click the fourth column and select either Value, Queue Stats, or Variable.
  7. For Value, type in a numeric value or enable the check box for the value.
  8. For Queue Stats, select a queue stat from the drop-down list.
  9. For Variable, select a variable from the drop-down list.
  10. To test the conditions, click Test Parameters, enter a value in the relevant fields and click Test.
  11. Click OK.
  12. To add another condition, click Add and repeat steps 4-11.
  13. Click OK to create the branch or click Add to add the current branch to the workflow while leaving the dialog box open to create new branches.
  14. Click Save

Associate queue conditions to a variable

Note:

Associating queue conditions to a variable requires first inserting and configuring an activity on the Canvas capable of populating the Queue activity’s destination variable.

  1. Right-click the Queue activity and select Add.
  2. Type a Name for the queue condition and, after Queue, click the ... button.
  3. Select the Variable tab, select a variable, and click OK.

    To see a list of Multimedia Contact Center variables and their descriptions, go to Multimedia > Variables.

  4. Click Add and, from the second column, select a real-time statistic from the drop-down list.
  5. In the third column, select an operator from the drop-down list. Options vary according to the variable chosen.
  6. Click the fourth column and select either Value, Queue Stats, or Variable.
  7. For Value, type in a numeric value or enable the check box for the value.
  8. For Queue Stats, select a queue stat from the drop-down list.
  9. For Variable, select a variable from the drop-down list.
  10. To test the conditions, click Test Parameters, enter a value in the relevant fields and click Test.
  11. Click OK.
  12. To add another condition, click Add and repeat steps 4-11.
  13. Click OK to create the branch or click Add to add the current branch to the workflow while leaving the dialog box open to create new branches.
  14. Click Save
To edit queue conditions
  1. Right-click the relevant branch in the Queue activity and select Edit Condition.
  2. Click Add and, from the second column, select a real-time statistic from the drop-down list.
  3. In the second column, select an operator from the drop-down list. Options vary according to the variable chosen.
  4. Click the third column and select either Value, Queue Stats, or Variable.
  5. For Value, type in a numeric value or enable the check box for the value.
  6. For Queue Stats, select a queue stat from the drop-down list.
  7. For Variable, select a variable from the drop-down list.
  8. To test the conditions, click Test Parameters, enter a value in the relevant fields and click Test.
  9. Click OK.
  10. To add another condition, click Add and repeat steps 2-9.
  11. Click Save.
To delete queue conditions
To import and export queue conditions
  1. To import queue conditions, click the Import button and navigate to a *.csv file.
    Note:
    • Conditions on a single line and separated by a comma will be added to a single branch.
    • Conditions on multiple lines and separated by a comma will be added to multiple branches.
  2. To export queue conditions, click the Export button and navigate to a *.csv file.
  3. To test the conditions, click Test Parameters, enter a value in the relevant fields and click Test.
To group conditions being compared
Parent topic: Activity list