Queues provide a way to organize and differentiate incoming customer requests. This is helpful for UNIVERGE BLUE® ENGAGE representatives (Agents) and managers to track, prioritize, and ensure efficient delivery of customer service.

Queues can also guarantee that each request is effectively handled by the most qualifed representative avaiable. This is achieved by assigning queues only to representatives who are trained in each specific area. For this reason, a queue can also be called a skill. The term skills-based routing refers to the automatic distribution of incoming requests to the most suitable representative.

When discussing queues, request and customer request refer to a person who is calling, emailing, or initiating a chat with your UNIVERGE BLUE® ENGAGE.

There are three different types of queues available in UNIVERGE BLUE® ENGAGE that customers can use to reach Agents: Voice, Chat, and Email. Agents can receive and respond to the incoming requests using the Call Center Agent (CCA) or WebAgent applications.

Another major benefit with using Queues is the added reporting capabilities, which can provide insight into customer needs and calling behaviors. These metrics can assist in the better allocation of resources and management of your UNIVERGE BLUE® ENGAGE.

To access Queues 

1. Log on to UNIVERGE BLUE® ENGAGE Admin Portal.
2. Click the Configurations tab, and then click the General tile.
   
3. Click the Queues tile.
   
   The Queues page opens.
   

Click the links below to learn more about setting up and using Queues.

• About the Queues Page
• About Voice Queues
• About Chat Queues
• About Email Queues
• Managing Queue Groups
• Managing Queue Alerts
• Managing SMS and Messaging

- Updated on July 14, 2023

All Content in the Queues Series

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• Queues
  • About the Queues Page
  • About Voice Queues
    • Multiple Ring Option for Voice Queues
    • After-Call Work (ACW) Status for Voice Queues
    • Transcriptions & Sentiment Analysis for Incoming Voicemail and Call Recordings
  • About Chat Queues
    • Chat Queue General Settings
    • Styling Chat Queues
    • Treatment Options for Chat Queues
    • Default Headers and Messages for Chat Queues
    • Collecting Data from Chat Queues
    • Use Cases: Chats in Multiple Browser Tabs
  • About Email Queues
  • Managing Queue Groups
  • Managing Queue Alerts
  • Managing SMS and Messaging
    • Searching for an SMS Number
    • Use Cases: What to do About Closed and Unattended Chat Queues
      • Allowing SMS Messages into Closed or Unattended Chat Queues
      • Preventing SMS Messages from Entering Closed or Unattended Chat Queues
      • Preventing SMS Messages from Entering Closed or Unattended Chat Queues without Sending an Auto-Reply Message