Universal Queue

Also known as UQ. A process (and technology) whereby all contact channels/media (for example, telephone, Interactive Voice Response (IVR), fax, web, and e-mail) are integrated into the same queue in order to standardize processing and handling. This queue includes the following capabilities:

• Media handling and tracking
  
• Universal routing across all touch points
  
• Resource management (control)
  
• Reporting & Analytics (and Analytics Reporting and Analytics)
  

This queue enables any form of interaction to be managed, routed, and delivered to a destination point, regardless of the nature of the interaction. UQ is a capability that is enabled by Genesys through deployment of the Enterprise Routing Solution (ERS) or Network Routing Solution (NRS).

For More Information Nothing links to this glossary term - yet!

Suggestions To comment on a term, or suggest a new term, send a quick email to the Glossary Team

Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z