Advanced Queue Settings

Quick links in this article:

In this article, we’ll explore some of the more advanced configuration options for your queues. If you haven’t yet created any queues, check out this article first: Queue Setup

Simple vs Advanced

Not sure whether to use a Simple queue or an Advanced one? Here’s what using an Advanced queue offers:

• Decide how progress against Escalation is tracked (minutes waiting, or minutes waiting in that queue)

• Set custom display conditions to allow users to manually transfer interactions into the queue

• Exclude user states from the queue, to create dynamic shift-management tactics

• Decide the assignation mechanic (Fill or Round Robin).

The queues that are auto-generated when you add a new channel in Gnatta are Simple queues. If you’d like to achieve more control over your queues, then you can create an Advanced one instead and simply direct your routing workflows accordingly.

Getting started

To get to advanced queue settings, navigate to Configuration > Advanced > Queues > Your queue name.

Let’s start by adding a new Advanced Queue with the + Add button.

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Get to Advanced queue settings via Configuration > Advanced > Queues > Your queue name

As you can, see there are a number new options and details available here - here’s a quick rundown of each:

Queue Name

This is the title of the queue, visible to advisors. This is shown in analytics and other parts of Gnatta so it’s advisable to choose a name that will distinguish this queue from others.

Score

There are two options here:

• Minutes on Queue – How long the interaction has been waiting to be assigned in the specified queue.

• Minutes Customer Waiting – How long the customer has been waiting for a reply, regardless of queue.

By default, progress against the Service level (this is the same as Escalation level in simple queues) is tracked by ‘Minutes customer waiting'. This is the total length of time a customer has been waiting across queues (if they have sent multiple messages on multiple channels, or the interaction has been assigned and then unassigned manually by the agent).

If you just want to track progress towards Escalation based on how long they’ve been in that specific queue, switch the score to ‘Minutes on Queue’.

Position

This decides the priority of the queue (just like in the Priority tab on simple queues). Multiple queues can have the same position. We advise that queues for live channels are given the lowest number (i.e. 1) so these are prioritised highest.

Default Service Level

This is the importance level of an interaction when it first enters the queue. To create more options for this dropdown, simply switch to the Service Levels tab. Add a new level, and click and drag to reorganise the levels appropriately.

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Create new service level options by switching tabs

Service Levels

Just like ‘Escalation’ in simple queue settings, this is where you control the importance of an interaction over time - i.e. the impact of time decay on how urgent it is to reply to a customer and therefore, how quickly the interaction will be assigned relative to other items in the queue. For example, you could have interactions increasing in importance every 30 minutes to ensure you meet your targeted response times for this queue.

Assignation Mechanic

There are two options available here:

• Round Robin – This means that interactions are assigned to a different user until everyone has one, and then the cycle repeats until everyone has two, and so on.

• Fill – This method will assign the first user to their full capacity (this could vary by the user due to individual User Capacities) and then move onto the next user to assign them interactions until they also reach capacity. Users will be assigned up to their capacity based on who last became available (either by closing an interaction or setting to an Available state).

Excluded User States

It can be useful to exclude some user states from the assignation logic on your queue. To exclude a user states, simply click into the field and select all user states that you’d like Gnatta to avoid when assigning interactions from that queue. When a user sets to one of these states, they will not be assigned interactions from that queue.

Example use cases include:

1. Finishing shifts: You might want to exclude a custom user state like ‘Finishing Shift’ from your telephony and webchat queues so agents aren’t assigned any more live interactions whilst they’re finishing up their shift - which means they’ll be able to finish their shift on time!

2. Priority channels: You may also consider creating a ‘Priority Channel’ state, so that when a user sets themselves to that state they’re excluded from non-priority channels - providing an extremely efficient way to dynamically change your routing and assignation priorities mid-shift, without needing to reconfigure any workflows. Simply ask your agents to set to this state, and they’ll only receive work from queues that haven’t been excluded!

Display conditions

From the Update panel on an interaction, agents (and supervisors) can change the queue an interaction is currently assigned to. If you’d like to allow users to transfer interactions into your queue, you’ll need to list the referring queues under the display conditions tab. Your new queue will only display as an option to the user if it meets the display condition (i.e. the current queue has been selected as a display condition!).

To set up a display condition, switch to the Display Conditions tab and select the referring queue. Remember to click save!

Adding teams to a queue

In order for Gnatta to be able to assign interactions from the queue, you need to tell it which users (teams) it can assign to.