A type of Directory Number (DN) that is created to hold calls or messages that are waiting to be picked up. A queue is the holding point for calls or interactions that are waiting to be answered by an agent. The calls or interactions are usually assigned to available agents in a first-arrived, first-answered basis, but they may also be assigned according to a company’s routing strategies.
In Multimedia, a logical entity in the Interaction Server database that is represented as an object in business processes, and that is called an interaction queue. Typically, there is an Inbound queue, an Outbound queue, and various intermediary queues.
Queue Service Level
In Premier Edition Cloud, a type of functionality found in the Settings view in VCC Dashboard, which allows a contact center administrator to configure a service level for each queue within that contact center.
How do I set the Queue Service Levels?
This Service Level information is used for the Voice channel in VCC Agent Desktop and for the Queues widget in the Dashboard view.
What are the Queue Service Level settings?
The Queue Service Level is the percentage of calls for a specific queue that were answered within the the time interval (targeted time) for the current period.
The Queue Service Level information includes:
- Service Level Interval Type — This setting selects the interval type to display for all Queues widgets in the Dashboard view. You can select one of the following options:
- Sliding Interval — Displays the service level for the current interval, as set in the Interval (min) field.
- Growing Interval — Displays the service level for the current day. The service level is reset at midnight each day.
- Short Call Duration — Calls that are abandoned very quickly, so they do not count against the service level. You cannot change the default value of 10 seconds.
- Target Service Level (%) — The percentage of calls that were answered within the time interval for the current period. When this service level is met, or exceeded, the contact center is meeting their service level goal. If the service level is below this percentage, then the Service Level for this queue is displayed as red.
- (If Sliding Interval is selected) Interval (min) — The time interval during which the service level is calculated. A service level is normally calculated over at least a 5 minute time period.
- (If Growing Interval is selected) Growing Interval — The interval resets at midnight. This value cannot be changed.
- Speed of Answer (sec) — The time threshold in which all calls must be answered to be considered within that service level. Calls that wait in the queue for a time interval that is longer than this value are considered as not meeting the service level.
- Display — If enabled, VCC Dashboard displays this service level in the Queues widget(s). If disabled, VCC Dashboard does not display the service level but still records service-level statistics for historical reporting.