Queue Defaults
Allows you to add priority values and thresholds that are used to give business rules priority while going into the queue. Queue defaults are used with forced overflow.
| Default Queuing Threshold (%) |
Defines the percentage of chat slots taken for an agent when chats are queued. Default is 100%, meaning chat will be offered up until the total number of available chat slots are filled. Any value below 100% will shut off chat invites before all chat slots are taken. DQT = [Active Chats + Queued Requests]/Total Available Chat Slots) |
| Default Priority |
The default value for one priority factor used to determine the priority a chat gets when in queue. Starting default value is 1. The highest scored chat in queue will be serviced first, where Queue Priority Score = [Priority Weight x Priority] + [Time Weight x Time in Queue]) |
| Priority Weight |
Priority Weight is another factor used in the queue scoring algorithm to assign more priority to the value assigned via the business rules or visitor attributes (RA) value versus time in queue. Default is 1. |
| Time Weight |
Time Weight is another factor used in the queue scoring algorithm to assign more priority to the time in queue versus the Priority Weight. Default is 1. |
| Pre-hop queue termination in Minutes |
The number of minutes prior to the end of hours of operation when queuing is disabled. Use this to wind down the queue before the end of the shift so that agents can leave on schedule. Default is 0. |
| Queue Time SLA in Seconds | The target amount of time for customers to be assigned to an agent once they are placed in queue. If a customer is not assigned within this time frame, the SLA is exceeded. (Reporting metrics for TouchPortal and the Supervisor Interface are based on this setting.) |
| Force Route Timeout in Seconds | The amount of time a customer will have to stay in the queue before they are force-routed to an agent. Default is 30 seconds. |
| Force Route | Queued chats will be assigned to agents according to their max forced The number of chat sessions that can be assigned to an agent over and above the agent's max chat count value. setting. The max forced setting will be a value higher than the agent’s normal max chat count The maximum number of chat sessions that can be assigned to an agent under normal circumstances. The max forced value can override max chat count. setting. Force Route allows the system to assign more chats to agents, and ideally clear the queue faster. |
| Layer Chat Timeout | Disconnects the chat session from the Agent when the customer moves to an untagged page or closes the browser. |
