Queues
Queues play a pivotal role in orchestrating and optimizing customer interactions. These dynamic queues act as organized pipelines, systematically managing customer inquiries, support requests, and tasks awaiting resolution.
By categorizing and prioritizing incoming requests, queues ensure that each customer concern is addressed efficiently. This structured approach not only aids in workload distribution among support teams but also enables the timely resolution of issues.
Whether it's a customer inquiry awaiting a response or a service request in line for attention, the queuing system enhances workflow efficiency and helps maintain a responsive and customer-centric operation.
Furthermore, the ability to customize and automate queue management allows organizations to tailor their approach, ensuring that specific customer needs are met promptly and seamlessly.
Adding a queue is explicitly authorized to the admin of the application. However, the admin can also assign this role to other users based on their involvement in the organization.
How To Add A Queue
To Add a queue,
Go to "Settings -> Queues".
Click on the "+New" button. Enter required information in the modal that appears.
The field(s) marked with an asterisk "*" are mandatory.
Add the channels for the queue from the drop-down.
Select the manager who will manage the queue from "Queue Manager" drop-down.
Once you are done with adding all the information, click on "OK".
You have successfully created a queue. The recently created queue can be viewed in the list view page. You can activate/deactivate the queue anytime you want.
The queue will be automatically enlisted in the "Interaction Center".