CRM › Interaction Centre
Queues
What customers wait in. The columns are the promises a desk makes: answer within this many seconds, offer a callback rather than hold past this.
Where to find it
- Module: CRM
- Group: Service & Engagement
- Section: Interaction Centre
- Screen: Queues
Address in the console: /crm/interaction-queues
List · 13 columns · 16 fields on its form · 2 of them required
What the list shows
These are the columns of the list, in the order they are drawn. Any of them can be sorted on, filtered on, hidden, or exported.
| Column | Kind | Field name |
|---|---|---|
| Code | Code | code |
| Queue | Text | name |
| Routing | Status | routing |
| Answer within | Number | target_answer_seconds |
| Staffed by | Number | members |
| Available | Number | available_now |
| Busy | Number | busy_now |
| Waiting | Number | waiting_now |
| Longest wait | Number | longest_wait_seconds |
| Today | Number | calls_today |
| Abandoned | Number | abandoned_today |
| In time | Number | service_level_today |
| Active | Yes or no | is_active |
The form
What is asked for when a record is created here. Required fields are marked; a choice drawn from a configuration list is one an administrator can extend without a release.
| Field | Type | Choices | Notes |
|---|---|---|---|
| Code required | Text | ||
| Name required | Text | ||
| Local name | Text | ||
| What it is for | Long text | ||
| Through | Choice | Looked up from existing records | |
| Routing | Choice | Configuration list | Longest idle is the fair one. Skill-based is the useful one and needs the skills to be kept up to date, which is why it is not the default. |
| Priority | Number | ||
| Answer within (seconds) | Number | ||
| Longest hold (seconds) | Number | ||
| Offer a callback after (seconds) | Number | ||
| Wrap-up time (seconds) | Number | ||
| Out of hours | Choice | voicemail, message, overflow, reject, callback | |
| Overflow to | Choice | Looked up from existing records | |
| Greeting | Long text | ||
| Local greeting | Long text | ||
| Active | Yes or no |
The rules that apply here
Everything on this screen obeys the platform rules rather than rules of its own. The ones worth knowing before you use it:
- Narrowing a list — search, conditions, sort, totals, export and saved views.
- What may be changed — the five grounds a record may not be edited on.
- Companies and business units — what the switcher above this list is doing to it.
- Creating a record — required fields, where choices come from, and how the number is allocated.
- Importing a spreadsheet — this screen accepts one, and it runs through the same rules as typing.