Queues & Channels

Queues are the primary mechanism for distributing incoming interactions to the appropriate agents. They are channel-specific and allow for granular control over how engagements are handled.

Channels Configuration

Channels represent the different ways customers can reach your business. Each channel must be mapped to a Flow and then to a Queue.

Voice: Traditional phone interactions.
Video: Face-to-face engagements with screen-sharing and remote control support.
Messaging: Includes Web Chat, SMS, and social messaging (e.g., Meta Messenger).
Email: Asynchronous support for complex inquiries.

Mapping Channels to Flows

Entry Point: Assign a phone number or web entry point to a Channel.
Flow Selection: Link the entry point to a specific Flow Designer script.
Queue Target: Within the Flow, use the “Route To” widget to send the engagement to a specific Queue.

Queue Setup

Queues are configured based on the type of interaction they handle.

Voice and Video Queues

Inbound Settings: Define the “Engagement Distribution” (e.g., Longest Idle, Sequential, or Rotating).
Waiting Experience: Select audio prompts or video slides from the Asset Library to play while customers wait.
Overflow Logic: Configure what happens when the queue is full or the maximum wait time is exceeded (e.g., route to voicemail or another queue).
Callback: (Optional) Enable the ability for customers to request a callback instead of waiting in queue.

Messaging and Email Queues

Chat/SMS: Focus on rapid response. You can integrate Zoom Virtual Agent (Bot) to handle routine queries before escalating to a human agent.
Email: Designed for asynchronous handling. Messages are routed based on availability and skill sets.

Best Practices

Backward Configuration: Always create your Skills and Queues before building the Flow that routes to them.
Service Level Agreements (SLA): Set target thresholds (e.g., 80% of calls answered within 20 seconds) for each queue to monitor performance via the Real-time Dashboard.