What is a Queue?
Customers connect with live agents in queues. There are two common types of queues - inbound queues and outbound queues. An inbound queue is where you are receiving questions from customers. Some use cases where inbound queues are useful are when you need to direct customer questions to your Support team, Billing team, and/or Customer Service team. These questions and interaction volume could vary in size. While, on the other hand, your Sales and Recruitment team might mainly use an outbound queue. Through these queues, your team is reaching out to customers or prospects. In either case, inbound and outbound queues are the most common types of queues, but they aren’t the only types of queues.
Depending on the work of your team, you might use a queue as a “work repository”. You and/or your agents might access a queue on an “as needed basis.” This means that you might designate a queue to manage work outside of engaging with customers, like having a queue hold only customer voicemails or customer feedback responses from various surveys. Or, you could use a specific queue to run practice and coaching sessions for new hires. In either case, the most common use of a queue is to engage with customers.
Why use a Queue?
Queues are very powerful. With a queue, you have more tools and control around how the customer experiences your organization. You can craft a meaningful experience for the customer before, during, and after she engages with your team. And, you can then access powerful reporting to gain visibility into the health of this experience. This lets you easily pivot when needed.
In short, queues make a better experience for the agent, the management team, and the customer. For agents, they gain access to more information and tools to manage the experience. They provide management with the data they need to pinpoint and address pain points. And, they give the customers the experience they want.
In Edify Console, the Queue container under the Queue Workspace is where you view and define the basic information and configurations for the queue. Some of the settings in this container include the queue’s extension number, call recording settings, the amount of time for dispositioning (i.e. Wrap Up time), and more. This is the first container displayed upon opening the workspace. This is just one of several containers within the Queue workspace where you configure the best experience for the agents working in this queue and customer’s that reach this queue.
Overview of Tabs Container in Queue Workspace
In Edify Console, the Tabs container under the Queues workspace is where you define the tabs - or the standard applications natively built in Edify - that an agent can access when managing interactions. You can enable and disable these tabs differently for each queue. The applications available in this container include: Journey, Map, Knowledge, Fax, Message, Email, and SFDC Lookup. All of these applications are available for all queues. However, if you need the agent to access additional applications in addition to or in place of these standard tabs, then use the Custom Tabs container to add these business-specific resources.
In either case, both the Custom Tabs and these standard Tabs are displayed in either the large and/or small Tabs Panels of the interaction. There is a Tabs panel across the top of the customer details (Small tabs), and there’s a panel of tabs to the right of the customer details (Large tabs). The Small tabs panel gives an agent access to toggling between applications on the left side of the interaction while still viewing applications on the right side. These two panels give an agent the ability to easily toggle between all the tabs configured to this queue.
In Edify Console, the Custom Tabs container under the Queues workspace is where you’ll manage the additional resources that are available to the agent during an interaction. This means that the websites and/or applications added to this container allows iFraming into other applications and they are resources that the agent needs for resolving inquiries in this queue. Once a custom tab is added to this container, it’s displayed in the Tabs panel under the other standard tabs, like Knowledge, Message, Email, and Customer Journey. Agents can then simply toggle between all of these applications as she engages with the customer.
Maximum Wait of a Queue
The Maximum Wait container under Queues is where you configure how Huddle proceeds with an interaction that isn’t answered by an agent after ringing in the queue for a specific amount of time, which is called Max Wait.
Understanding Max Wait
To better understand Max Wait, it’s important to first understand Wait Time. So, what is Wait Time? At Edify, we define Wait Time as the amount of time that the customer waits in Queue before becoming connected with an available agent. While the customer waits for an available agent, they might hear music or another custom audio file that’s uploaded into the account. (i.e the audio played during this waiting experience is different for each account.) In any case, Wait Time isn’t associated with the music or other audio experience that a customer might hear when an agent places the phone call on hold - because that’s what we refer to as Hold Time.
Overview of Exit No Agents Container
In Edify Console, the Exit No Agents container in the Queues workspace is where you define how Huddle will proceed with an interaction that enters into a queue that doesn’t have any agents that Huddle can ring.
Understanding Exit No Agents
So, how does Huddle evaluate whether an agent is ready for ringing or not? Once an interaction is created in Queue, Huddle immediately checks the queue for the answers to these two questions: Question 1: “Are there agents logged into this queue?”; and Question 2: “If there are agents logged into this queue, does any agent have a status that allows me to ring them now or in the future?” If Huddle defines that the answer to one or both of these questions is “No”, then the interaction is sent through the Exit No Agent experience. This is further explained in the next section.
Overview of the Voicemail Container in Queue
In Edify Console, the Voicemail container within the Queue workspace is where you configure the queue’s voicemail settings. This container is optional. This means that you’ll only enable this container if you’ve defined that customers reach a voicemail box at some point, when agents aren’t available for ringing (Exit No Agents container) and/or if the customer waits for a specific amount of time (Max Wait container). So, once you’ve defined that you’re using a voicemail for the queue, customize the voicemail to meet the needs of that specific queue.
More specifically, if you enable queue voicemail, this is the container where you’ll configure specific settings. These settings include: defining a minimum voicemail recording message length (in seconds); defining how the voicemail greets the caller (text-to-speech or playing an audio file); and defining whether the voicemail is transcribed.
Dynamic Scripting Container in Queue Workspace
In Edify Console, the Dynamic Scripting Workflows container located within the Queue workspace is where you connect one scripting workflow to the queue. The agent then uses that script during a customer interaction. Once a scripting workflow is configured to this container, the Scripting Tab populates in the Tabs Panel. The agent then has access to a smart routing experience that moves the agent through a series of prompts and data collection forms. These forms are then dynamic, which means the script advances to the next script based on the customer’s response.
Overview of Workflows Container in Queue
The Workflow container within the Queue workspace of Console is where you configure which workflows run when an interaction is in a specific status. This means that when you add a workflow to this container, the workflow is initiated once the interaction changes to a specific status, like when an interaction changes from Connected status to Wrap Up status.
Let’s look at this in an example. Imagine that you send customers satisfaction surveys after every interaction with your Support team. You can do this in Edify by running a status workflow that runs on Wrap Up status. Once the workflow is configured to Wrap Up status of the Support queue, the workflow will automatically run once the interaction changes to Wrap Up status.
These are the all the statuses of an interaction, and these are all available for running status workflows: Pending, Created, Connected, Hold, Wrap Up, Completed, Blind Transfer, Attended Transfer, Open, Automation, and Bot.
Overview of Embedded Workflows Container in Queue
In Edify Console, the Embedded Workflows container within the Queue workspace is where you give agents access to starting a workflow during a customer interaction. This means that when you add a workflow to this container, the workflow is then accessible to the agent under the Embedded Workflows menu during a live interaction. So, the agent can then open the menu to review and select a workflow to start it. The workflows that you add to this container could be workflows that the agent uses during the call, after ending the call, or at any other point when managing the interaction.
Timed Workflows in Queue
In Edify Console, the Timed Workflows container located within the Queue workspace is where you connect published timed workflows to the queue. Once it’s connected, this is also where you define how customers experience the timed workflow while waiting for an agent.
More specifically, this is where you define the experiences that a customer encounters during the time waiting to connect to an agent. You can define one or many workflows to run at specific time intervals of the customer’s wait time which may or may not involve the customer. These workflows can serve different functions based on the needs of your business. So, once you have published and connected a timed workflow to a queue, customer interactions experience the workflow processes configured to that queue.
Overview of the Interaction Classifications Container
In Edify Console, the Interaction Classifications container under the Queue workspace is where you create the Type menu and/or the Result menu for agents to use for defining the outcomes of an interaction. The agent completes these fields after disconnecting from the customer, like during Wrap Up status. Admins can build reports around these fields to better understand why customers are reaching out and how interactions are resolved. Once this container is configured, the menus are displayed for the agent on the Customer Details tab of the interaction.
SLA Container in Queue Configurations
The SLA (service level agreement) container located within the Queue workspace of Edify Console is where you define the target service level for the queue. These metrics can stem from a contract agreement between your contact center and the customer you service, your business’ goals, or a combination of both.
Configuring the SLA container for each of your queues gives your Huddle Managers (with the correct User Permissions), the access to monitor the performance for each of their assigned queues. This performance visibility gives you the ability to compare over-performing and under-performing queues. Then, create an action plan to make improvements where it’s needed.
Scorecard Container in Queue
The Scorecard container of a queue is where you connect a published scorecard to the queue. Since a queue can have only one scorecard configured to it, ensure it’s comprehensive and evaluates all the important skills and knowledge the agent needs to manage interactions in this queue effectively.
Personalized, ongoing coaching is an important learning method for supporting the development of your teams and agents. Agents perform better when they know how they are evaluated. Show agents your expectations through a scorecard, which is a detailed rubric. Create a scorecard in the builder workspace, publish the scorecard, and then connect the published scorecard to the desired queue. For queues that have a scorecard configured, users responsible for evaluating agent performance have access to the configured scorecard through an interaction’s contact card via reporting.
Personalized, ongoing coaching is an important learning method for supporting the development of agents, and agents perform better when they know, and are measured against, the specific success criteria for their environments. In Console under Queues, Admins have access to creating customizable Scorecards for each type of coaching opportunity in your Contact Center to meet the specific needs of each queue. When configuring your Scorecards, there are two interfaces to be aware of: Build & Modify and Review. Reference the sections below for detailed descriptions of each interface.
Overview of Building Scorecards
Personalized, ongoing coaching is an important learning method for supporting the development of agents. Agents perform better when they know, and are measured against, specific success criteria based upon the needs of the business. In the Edify Console, the Scorecards workspace under the Queues menu, you have access to create customizable scorecards to measure agent performance against the goals or expectations of each queue. Not all queue users have access to completing scorecards for agents. A user who is responsible for completing scorecards and coaching agents must have the correct User Permissions configured to their user profile.
Each queue can have only one scorecard configured, so include a comprehensive list of metrics that you want to measure when creating a scorecard. These measurements can be recorded as rankings, yes/no responses, or text fields. You can also define if you want some results to be weighted higher or lower than others; by assigning a weight to a question, this means that the question may be valued differently when generating the overall score for the interaction being reviewed.