Queues
Once logged in to Samespace navigate to the Teams section and select the team you wish to edit. Go to the Preferences tab and click on the Queue Settings link to modify settings for the selected team.
Queue Settings
| Label | Definition |
|---|---|
| Play before placing in queue | Played as soon as a caller enters in a queue |
| Play while in queue | Played while a caller is in the queue |
| Announce approx. wait time | Use to announce approx wait time |
| Announce position in queue | Announce Caller position in queue |
| Offer Callback | Offer your customer callback option if defined wait time exceeds |
| Queue Announcement | Announce greeting in an user defined interval |
| Queue Timeout | Define max. queue time |
| Timeout Actions | Define action to be taken on timeout |
| Service Level | Define SLA time, SLA reports will be calculated based on this time |
Apart from that manager/admin can enable queue notification for agents. once enabled agent will get notification about current queue status.
Manager can also enable Sticky Agent settings, which connects customers with the previously interacted agent when available.