Precision Queues Features

The Precision Queues page displays Precision Queues and Precision Queue Steps within two easy-to-comprehend panes:

  • Precision Queues Pane
  • Precision Queue Steps Pane

Using the Precision Queues Pane

Search Precision Queues – Allows users to search for a specific Precision Queue.

Precision Queues – Lists all available Precision Queues.

Using the Precision Queue Steps Pane

Precision Queue Details – Displays details about the selected Precision Queue.

  • Description – Provides a brief description for the selected Precision Queue.
  • Number of Agents – Displays the number of agents assigned to attributes for the selected Precision Queue.

Expand All – Expands all steps to reveal their details.

Collapse All – Collapses all steps to hide their details.

Steps – List of steps followed by the Precision Queue.

NOTE:

Clicking the Plus (+) or Minus (-) icon next to a step expands or collapses to reveal or hide step details.

Step Details – Provides additional details for the step.

  • Consider If Statement – Enter a 'Consider If' statement into this field.

NOTES:

  • All 'Consider If' formulas that you add to a precision queue must be valid. If an invalid formula is added, the changes cannot be saved.
  • Only the following scripting objects are valid in a 'Consider If' formula:
    • Call
    • Call Type
    • ECC
    • Precision Queues
    • Precision Queue Step
    • Skills
  • 'Consider If' statements can be entered for any step, with the exception of the last step.
  • Criteria – Displays details how the attributes route calls for the Precision Queue.
  • Wait Time – Allows you to change the average wait time (measured in seconds) for callers routed through this Precision Queue.

  • Number of Agents – Number of agents assigned to the attributes used in the selected Precision Queue.
  • Attribute – Displays the attribute used in the step.
  • Description – Describes the attribute.
  • Type – Displays the type of attribute.
  • Current Value – Displays the value of the attribute. Click the drop-down menu to select another value.

See Also