CRM › Interaction Centre
Queue Staffing
Who staffs each queue and how good they are at it. The proficiency is what makes skill-based routing worth having: everybody can take a billing call, and three people should.
Where to find it
- Module: CRM
- Group: Service & Engagement
- Section: Interaction Centre
- Screen: Queue Staffing
Address in the console: /crm/queue-members
List · 7 columns · 6 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 |
|---|---|---|
| Queue | Text | queue_name |
| Person | Text | full_name |
| Right now | Status | state |
| Proficiency | Number | proficiency |
| At once | Number | max_concurrent |
| Supervisor | Yes or no | is_supervisor |
| 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 |
|---|---|---|---|
| Queue required | Choice | Looked up from existing records | |
| Person required | Choice | Looked up from existing records | |
| Proficiency (1-5) | Number | ||
| Interactions at once | Number | ||
| Supervisor | Yes or no | ||
| 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.