Edit or delete queues

1. Click Admin.
2. Under Contact Center, click Queues. The Manage Queues page opens.
3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
4. Click More  and from the menu that appears, click Edit Queue. The queue configuration opens to the General tab.
5. (Optional) Edit the queue name.
6. (Optional) Click the Division link and select the division to which you want to reassign the queue.
7. Click Save.

For more information about assigning interactions in a queue, see Manually assign waiting interactions.

To disable manual assignment for a queue, under Manual Assignment clear the Enable Manual Assignment check box. 

1. Click Admin.
2. Under Contact Center, click Queues. The Manage Queues page opens.
3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the General tab.
5. Click the arrow at the end of the After Call Work list and select whether after call work is:
   
   • Optional: This option allows agents to opt out of selecting a wrap-up code after a call. This feature is useful if your organization does not use wrap-up codes and your agents do not need after call work time.
   • Mandatory, Discretionary: This option enables agents to choose how long to remain in ACW status. In this case, they must set their status back to available when they complete after call work.
     
     Note: If you choose Optional or Mandatory, Discretionary, the interaction closes only when the agents manually end the interaction after it moves to ACW. If an agent logs off or closes the browser without ending an interaction that is currently in ACW, the interaction does not wrap up. To force wrap up to such interactions, configure the End Interactions Automatically when Agents Logoff organization-level setting. The interactions close with a system wrap-up code, ININ-SYSTEM-LOGOUT. For more information, see Enable communication level after call work.
   • Mandatory, Time-boxed: This option sets the maximum amount of time that agents remain in the ACW state to complete after call work. If they finish after call work early, they can change status to receive new interactions, or automatically become available at the end of the time specified. 
   • Mandatory, Time-boxed no early exit: This option prevents agents from setting themselves back to available if they complete after call work early. They remain in ACW status and automatically return to available status at the end of the time-out period. This feature is useful to give agents a “cool down” period between interactions.
   • Agent Requested: This option needs agents to specifically make a request for after call work before they disconnect the interaction.
     Note:

     For agents to view the option to request ACW, you must enable Enforce Communication Level After Call Work (ACW) and grant agents the Conversations > Settings> View permission. For more information, see Enable communication level after call work.

      
     • If agents request ACW: After the interaction disconnects, they move to ACW status for the time period set on the queue and experience the same process as Mandatory, Time-Boxed ACW.
     • If agents do not request ACW: After the interaction disconnects, they move to an idle state and become available for the next interaction in the queue. The agents can no longer go into ACW.
     • Agents can save the wrap-up codes and notes that they select during an interaction only if they request for ACW time and enter the ACW period after the interaction ends. If the agents do not request for ACW, they cannot save the notes or wrap-up codes.
6. (Applicable only to Mandatory, Time-boxed, Mandatory, Time-boxed no early exit, and Agent Requested settings) In the After Call Work Timeout (Seconds) field, set the time that the agents have for after call work before they receive more interactions. The maximum number that you can enter here is 900 seconds. This timeout period applies only to voice interactions. To apply the timeout period to other channels such as chat, email, message, and callbacks, enable Enforce Communication Level After Call Work (ACW). For more information, see Enable communication level after call work.

For more information about assigning interactions in a queue, see Manually assign waiting interactions.

To enable manual assignment for a queue, under Manual Assignment on the General tab, select the Enable Manual Assignment check box. 

1. Click Admin.
2. Under Contact Center, click Queues. The Manage Queues page opens.
3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the General tab.
5. Click the Routing tab.

For more information about how Genesys Cloud uses routing methods to determine how to match interactions and agents, see Routing and evaluation methods. 

Choose the routing method

1. Click the Routing tab.
2. Under Scoring Method, choose how to score the waiting interactions for ranking.
   

   In an interaction surplus scenario, when an agent becomes available, the interaction with the highest rank routes first, based on the routing method and evaluation method that you specify.

   • Conversation score - A combination of an interaction's arrival time and its priority value. The arrival time is represented as a static 13-digit epoch value and one priority point is equal to 60,000 milliseconds (one minute). When an interaction with a higher priority arrives, Genesys Cloud changes the actual arrival time to an earlier time by reducing the number of milliseconds equivalent to its priority value. This makes it appear as if the interaction arrived earlier than the other interactions and is therefore routed first. For example, call B arrives 30 seconds later than call A, but has a higher priority. Genesys Cloud routes call B first because its arrival time is adjusted to an earlier time.
     
   • Priority score - The priority value assigned by Genesys Cloud. When the priority score of two interactions are same, Genesys Cloud considers their time in queue for routing. 
   Note: 

   • When different queues have different scoring methods, Genesys Cloud first routes the interactions in queues that have the priority score method set.

   • If you change the scoring method midway when the queue has interactions waiting to be routed, the waiting interactions may be assigned in an unexpected order to the available agents.  The new scoring method takes effect only after the interactions that arrived before the change of scoring method are routed. As a best practice, Genesys recommends that you set the scoring method either at the time of queue creation or at a time when the queue has no waiting interactions.

You can view the priority of an interaction on the Interaction panel. For more information, see Queues Activity Detail view.

3. Under Routing Method, select which routing method you want to use:
   • Standard routing (default)
   • Predictive routing
   • Bullseye routing
   • Preferred agent routing
   • Conditional group routing
4. Based on the routing method you select, configure the queue using the appropriate instructions that follow.

Configure standard routing

1. Under Evaluation Method, select the method by which to match interactions and agents: 
   • All skills matching
   • Best available skills
   • Disregard skills, next agent  (the agent with the longest time since last interaction)
2. Click Save.

Configure predictive routing 

Predictive routing currently supports voice, email, and asynchronous message interactions. By default, all threaded emails and messages that occur within 72 hours of the first exchange are forwarded to the agent who last handled the email interaction. 

For more information about predictive routing, see Predictive routing overview.

1. In the Key Performance Indicator box, click the KPI to optimize.
2. In the Predictive Routing Timeout box, type the timeout period (from 12-259,200 seconds or 72 hours).
3. Select one of the following predictive routing modes:

4. To use workload balancing with predictive routing, set Workload Balancing to On.
5. To compare the existing occupancy rate with desired occupancy values and then balance the workload, select Set agent occupancy threshold and set the minimum and the maximum values in the slider. Occupancy percentages appear in the Agents Status Summary view. This option ignores the agent wait time.
6. To use skill matching with predictive routing, set Skill Matching to On.
7. Under Timeout Routing, click the evaluation method to use when an interaction reaches the predictive routing timeout period and requires a fallback routing method. The fallback method is always standard routing.
8. Click Save. The Queue list page appears, showing Predictive [Processing...] in the Routing Method column. For more information about the processing phase, see The KPI processing phase. 

Configure bullseye routing

Genesys Cloud offers two ways to define bullseye routing rings. First, define up to five rings with the appropriate delays between each ring. Next, perform one of the following steps:

• Option 1: Save your changes and from the Members tab assign specific users or groups to each ring. To ensure compatibility with WEM forecasting and scheduling, you can manage expansion by creating skill expression groups defined with the same skills but with varying levels of proficiency. 
• Option 2: From the Routing tab, add the skills to be removed from routing consideration in each ring.

For more information on bullseye routing, see Advanced routing overview.

Option 1: Configure bullseye routing by assigning specific users or groups to each ring

1. Define up to five rings with the appropriate delays between each ring.
2. Click Save & Continue.
3. Click the Members tab.
4. To add users to a bullseye routing ring, 
   1. Click the Users tab.
   2. Click Add User.
   3. Search for the required user using the search filters.
   4. To add the user or users to the queue, click Add Selected.
5. To add groups to a bullseye routing ring, perform these steps:
   1. Click the Groups tab.
   2. Click Add Group.
      
      Note: If you are configuring the queue for WEM forecasting and scheduling, add skill expression groups.
   3. Select to search for one of these group types:
      • Groups only
      • Skill groups only
      • Work teams only
   4. In the Enter a name box, begin typing the first few letters of the group and select the appropriate match from the results.
   5. To add the group or groups to the queue, click Add Selected.
   6. Under Bullseye Ring Number, select the ring to which to associate the group.
   7. Repeat steps b–f to add more groups to the queue.
6. To remove a user or group from the bullseye ring, under Action, click X next to the member or group name.

Option 2: Configure bullseye routing by removing skills from routing consideration

1. Define up to five rings with the appropriate delays between each ring.
2. In the Time Interval box, type the number of seconds to wait before passing the call to the next consecutive ring.
   Note: The minimum number of seconds is two. The maximum is 259,200, or 72 hours.
3. In the Skills to remove on exit box, click the X next to the skills you want to remove from the selected agents if the exact target is not available to receive the interaction.
   Note: The maximum number of skills that you can remove on a single bullseye ring is 50.
4. To expand the pool of available agents if if Genesys Cloud finds no match in the first ring, click Add Ring and repeat steps 1-2 for each consecutive ring, up to six rings.
5. To remove a ring, click Delete Ring.
6. Click Save.

Configure preferred agent routing

For more information on preferred agent routing, see Advanced routing overview.

To configure preferred agent routing, do the following:

1. Click Add Ring.
2. For the first ring, specify a score and determine how long to route interactions to agents with an assigned score that is equal to or higher than that value.
   Note: The minimum number of seconds is two. The maximum is 259,200, or 72 hours.
3. To expand the pool of preferred agents if Genesys Cloud finds no match in the first ring, repeat steps 1-2 for each consecutive ring, up to six rings.
4. To route interactions to all preferred agents for a specific length of time, enable Route to all preferred agents for and then set the length, in seconds.
5. Specify the timeout routing method to route interactions after the expiry of the time you set for Preferred agent routing. You can choose one of the following routing options: Standard routing, bullseye routing, or conditional group routing. 
6. Click Save.

Configure conditional group routing

Before you begin to add conditional group routing rules, create the required groups or work teams, and add them as members to the queue. To learn about how conditional group routing selects agents, see Conditional group routing overview, and for FAQs, see Conditional group routing FAQs.

1. Set rule 1:
   1. Select the KPI to optimize. By default, the first selection is Estimated Wait Time (EWT).
   2. Enter the condition that must be met for the agents in the groups associated with the rule to be made available for the interaction.
      
      Note: Only queues that belong to the division the current queue is part of are displayed. 
2. Repeat step 1 for up to five rules.
   After an interaction reaches the last rule, the interaction waits until it is assigned. The waiting interactions are not routed through a fallback routing method. 
3. Under Evaluation Method, select the method to match interactions and agents: 
   • All skills matching
   • Best available skills
   • Disregard skills, next agent (the agent with the longest time since last interaction)

1. Click Admin.
2. Under Contact Center, click Queues. The Manage Queues page opens.
3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the General tab.
5. Click the Members tab and do one of the following:
   • To remove a member, click the corresponding Delete button next to the member’s name and in the Are you sure? dialog box, click Yes.
   • To add additional members, in the Select new members box begin typing the member name, select the appropriate matches from the results, and click the + button.
   • To add members according to group membership, role, reports to, or location, select the Advanced link, choose the parameter by which to add members, begin typing the category, select appropriate matches from the list, and click Save. For more information, see Add multiple members to the queue.
   • To edit a member’s bullseye routing ring assignment, click the arrow at the end of the corresponding Ring Number list and select the new ring.
     Note: This feature is only available for the bullseye routing configuration method.
6. Click Done editing.

1. Click Admin.
2. Under Contact Center, click Queues. The Manage Queues page opens.
3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
4. In the queue's Name area, click Edit Queue. The queue configuration opens to the Settings tab.
5. In the Wrap-up Codes area, click edit.
6. To add a new wrap-up code, begin typing the code in the blank text box at the bottom of the Wrap-up Codes area and then select the appropriate matches from the results. You can see the wrap-up codes that are assigned to the divisions to which your role has access. The role must both belong to the division and have the necessary permissions outlined in the prerequisites section. Genesys recommends that you add wrap-up codes that are assigned to the division to which the queue belongs; this helps gain a better understanding of any reports that contain wrap-up code-related data.
   Note: The search results may not return all of the existing wrap-up codes. As a workaround, Genesys recommends that you add a few wrap-up codes to the queue (and later delete them) until the exact wrap-up code is available for you to select.
7. To remove a wrap-up code, click the corresponding x next to the wrap-up code and then click Save.
8. Click Done editing.

1. Click Admin.
2. Under Contact Center, click Queues. The Manage Queues page opens.
3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the General tab.
5. Click the Voice  tab and optionally do any of the following:
   • Edit the service level (in percentages) and service level target (in seconds) thresholds.
   • Edit the caller ID display for outbound calls placed on behalf of this queue by updating the calling party name and calling party number.
     Note: When you create an external SIP trunk and specify a calling name, that calling name takes precedence over the calling party name you set here. If you configure a calling party name on a trunk, the calling party name you configure for a queue never appears. For more information, see Create an external SIP trunk.
   • Edit the Alerting Timeout (in seconds) before the unanswered interaction alerts the next available member in the queue.
   • Update the selected in-queue flow associated with the queue.
   • Update the selected default script associated with the queue.
   • Select or clear the whisper audio settings. For more information, see the Voice section in Set behavior and thresholds for voice and chat channels.
   • Enable or disable voice transcription. For more information, see the Voice section in Set behavior and thresholds for voice and chat channels.
6. Click Save.

1. Click Admin.
2. Under Contact Center, click Queues. The Manage Queues page opens.
3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the General tab.
5. Select the Chat tab and optionally do any of the following:
   • Edit the service level (in percentages) and service level target (in seconds) thresholds.
   • Edit the Alerting Timeout (in seconds) before the unanswered interaction alerts the next available member in the queue.
   • Update the selected default script associated with the queue.
6. Click Save.

1. Click Admin.
2. Under Contact Center, click Queues. The Manage Queues page opens.
3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
4. Click More  and from the menu that appears, click Edit Queue. The queue configuration opens to the General tab.
5. Select the Message tab and optionally do any of the following:
   • Edit the service level (in percentages) and service level target (in seconds) thresholds.
   • Edit the Alerting Timeout (in seconds) before the unanswered interaction alerts the next available member in the queue.
   • Update the selected default script associated with the queue.
   • Select a new or change the existing outbound SMS number.
     Note: If the SMS number that you assign is not associated to a flow in Message Routing, then the system will not rout inbound responses. For more information, see Message routing overview.
6. Click Save.

1. Click Admin.
2. Under Contact Center, click Queues. The Manage Queues page opens.
3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the General tab.
5. Select the Email tab and optionally do any of the following:
   • Edit the service level (in percentages) and service level target (in seconds) thresholds.
   • Edit the Alerting Timeout (in seconds) before the unanswered interaction alerts the next available member in the queue. 
   • Update the selected default script associated with the queue. 
   • In the Outbound Email Address, specify which email address to use for emails sent from this queue.
6. Click Save.

1. Click Admin.
2. Under Contact Center, click Queues. The Manage Queues page opens.
3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the General tab.
5. Select the Callback tab and optionally do any of the following:
   • Edit the service level (in percentages) and service level target (in seconds) thresholds.
   • Edit the Alerting Timeout (in seconds) before the unanswered interaction alerts the next available member in the queue.
6. Click Save.

1. Click Admin.
2. Under Contact Center, click Queues. The Manage Queues page opens.
3. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
4. Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the General tab.
5. Select the Social Expression tab and optionally do any of the following:
   • Edit the service level (in percentages) and service level target (in seconds) thresholds.
   • Edit the Alerting Timeout (in seconds) before the unanswered interaction alerts the next available member in the queue.
6. Click Save.

1. Click Admin.
2. Under Contact Center, click Queues. The Manage Queues page opens.
3. To search for the queue to delete, in the Search Queues text box begin typing the name of the queue and select the appropriate match from the results.
4. Click More and from the menu that appears, click Delete Queue. 
5. In the Are you sure? dialog box, click Yes.