Advanced. The following advanced queue features can be configured: Maximum Queue Length - here the maximum queue length can be configured. This can either be set as an absolute value or as a multiple of the number of agents available or on interruptible breaks. Please note. This value always needs to be less than or equal to the total number of agent subscriptions multiplied by 15. Dynamic Queue Length - this is an optional setting that allows the maximum queue length to be set based on the number of agents available on that queue. Wrap up behaviour - the number of seconds allowed for wrap up and whether this can be extended by the agent. Advanced Agent/Queue Settings - here the administrator can control whether agents can view the queue status, whether calls are allowed to queue when there are no agents on the queue and whether agents are automatically logged off the queue at certain times of the day The following additional miscellaneous features can also be set Maximum total callers on the queue Maximum wait time (s) Out dial timeout Busy Back-off Time Call Failed back-off time No pickup Back-off Time Breakout DTMF Key Priority of this queue if agent is assigned to multiple queues Whether to prevent queue jumping by other rules/ users Connect caller to last agent they talked to (if available)
Appears in 3 contracts
Sources: Definitions and Interpretation Agreement, Cloud Voice Services Agreement, Cloud Voice Services Agreement