EDIFY CONSOLE, QUEUES MENU
Queue

 

  • Create a Queue
    1. Once logged into Console, click Queues
    2. Click Queues
      QueueSetup-1
    3. Click + New Queue
    4. Name the queue
    5. Click Submit
      Screen Shot 2020-07-08 at 11.10.14 AM
    6. Complete the queue form fields to meet the needs of your organization by clicking the Edit icon next to each section and filling out these section's details:
      1. Queue
      2. Music
      3. Tabs
      4. Journey
      5. Custom Tabs
      6. Custom Fields
      7. Maximum Wait
      8. Exit No Agents
      9. Voicemail
      10. Workflow
      11. Interaction Classifications
      12. Scorecard
    7. Click Save
    8. Click Queues to return to list view
  • Configuring Basic Queue Info

    Configuring Basic Queue Information Settings

    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.

  • Configuring Tabs

    Configuring Tabs for Queues

    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 tabs available in this container include: Journey, Map, Knowledge, Fax, Message, Email, and SFDC Lookup. All of these tabs are available for all queues. However, if you need the agent to access more applications in addition to or in place of these standard tabs, then use the Custom Tabs container to add these resources.

  • Configuring Custom Tabs

    Configuring Custom Tabs for Queues

    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.

  • Configuring Maximum Wait

    Configuring the Max Wait Experience

    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.

  • Configuring Exit No Agents

    Configuring the Exit No Agents Experience

    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.

  • Configuring Queue Voicemail

    Configuring Queue Voicemail Settings

    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.

  • Configuring Dynamic Scripting

    Configuring Dynamic Scripting Workflows in Queues

    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.

  • Configuring Embedded Workflows

    Configuring Embedded Workflows in Queues

    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.

  • Configuring Timed Workflows

    Configuring Timed Workflows in Queues

    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.

Scorecard

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. 

  • Configuring Scorecards

    Scorecards - Edify Console, Queues Menu

    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. 

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