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Queues

Topic Detail
Navigation Admin → Contact Center → Queues
Purpose Core ACD routing objects that hold interactions until an agent is available
Max Queues 5,000 queues per organization
Max Members 5,000 members per queue
Tabs General, Routing, Members, Voice, Chat, Message, Email, Callback, Wrap-Up Codes

Step 1 — Initial Queue Creation

  1. Navigate to Admin → Contact Center → Queues
  2. Click Create Queue
  3. Name: Enter a unique name (e.g., VoIP_Tier2_Support)
  4. Division: Select the appropriate Division
    • Controls which admins can manage the queue and which Architect flows can reference it
    • Use different divisions to separate groups such as Finance or HR
  5. Peer ID: Optional — only used when syncing with an external system like Genesys Cloud EX
  6. Click Save

Step 2 — General Tab

Field Description
After Call Work (ACW) Mode Controls how agents transition out of ACW after each interaction
ACW Timeout Maximum ACW duration in seconds — max is 900 seconds
Manual Assignment Allows supervisors to manually push waiting interactions to specific agents (rarely used in high-volume environments)

ACW Modes

Mode Behavior
Mandatory Timeboxed Automatically returns agent to Available after the ACW timeout expires
Mandatory Discretionary Agent stays in ACW until they manually click to finish
Optional Agent can choose to enter ACW or skip it
Optional Timed ACW is optional, but auto-ends after the timeout
None No ACW — agent is immediately available after interaction ends

⚠️ Mandatory Timeboxed is most common in high-volume voice environments. Mandatory Discretionary is preferred when agents need time to complete CRM updates before going available again.

Step 3 — Routing Tab

Routing Methods

Method Behavior
Standard Routes to the longest-idle available agent matching skills
Bullseye Starts with strict skill requirements; relaxes requirements in rings over time if no agent found
Predictive Uses AI to match the best agent to the specific caller based on historical outcomes

Evaluation Methods

Method Behavior
All Skills Matching Agent must have every skill required by the interaction
Best Available Skills Routes to the agent with the highest combined skill proficiency

Scoring Methods

Method Formula / Behavior
Conversation Score Score = (Minutes in Queue) + (Priority Value) — allows high-priority calls to jump ahead of older, lower-priority calls
Priority Score Ranks strictly by priority value set in Architect flow; equal-priority interactions handled FIFO

Step 4 — Members Tab

Option Description
Add User Search for and add individual agents
Add Work Team Add an entire Work Team to the queue

⚠️ Generally add either individual users or a Work Team — not a mix of both for the same queue.

Step 5 — Media-Specific Tabs

Voice Tab

Field Description
Service Level Target percentage of calls answered within the SLA window (e.g., 80%)
Service Level Target Time goal in seconds (e.g., 20 seconds)
In-Queue Flow Architect flow handling the caller's wait experience — plays hold music, EWT announcements, or offers callback
Calling Party Name/Number Outbound caller ID shown to recipients when agents call on behalf of this queue
Alerting Timeout Seconds a call rings at an agent's station before being routed to the next available agent
Default Script Script that pops on the agent's screen when they answer
Whisper Prompt Short audio clip played only to the agent just before the caller connects — helps agents pivot context across multiple queues
Auto-Answer If enabled, call connects to agent automatically without requiring them to click Answer
Continue Voice Recording during Q-Wait Enabled = records hold music; Disabled = recording starts only when agent and caller connect (saves storage)

Chat Tab

Field Description
Service Level & Target SLA goal — digital targets are typically slightly longer than voice (e.g., 80% within 30 seconds)
Alerting Timeout Seconds chat request flashes on agent screen before rerouting to next available agent
Auto-Answer Enabled = chat session connects automatically; Disabled = agent must click Answer
Default Script Published script that loads for the agent — often includes Data Actions to look up customer account data
In-Queue Flow (Message Flow) Architect flow managing the customer wait experience — handles welcome messages and position-in-queue announcements

Message Tab

Covers SMS, WhatsApp, Facebook Messenger, and LINE. Messaging is asynchronous — customers may not reply immediately.

Field Description
Service Level & Target SLA goal — messaging SLAs are typically more relaxed than voice (e.g., 80% within 60 seconds)
Alerting Timeout Seconds the notification flashes for the agent before rerouting
Auto-Answer Enabled = message thread pops open immediately; recommended for high-volume SMS/WhatsApp queues
In-Queue Message Flow Architect Inbound Message Flow — acts as a digital IVR, can collect account number or reason for contact via bot
Default Script Script displaying customer data such as phone number or WhatsApp display name
Outbound SMS Number DID or Short Code used when an agent starts a new outbound SMS — must be provisioned in SMS Inventory

Email Tab

Field Description
Service Level & Target SLA goal — email targets are typically set in hours rather than seconds (e.g., 90% within 4 hours)
Alerting Timeout Seconds email flashes on agent screen before moving to next agent
Auto-Answer Enabled = email workspace opens immediately; best for high-volume ticket environments
Outbound Email Address Address recipients see when an agent replies (e.g., [email protected])
Email Domain Verified domain used for outbound email — validates sender identity
In-Queue Email Flow Architect Inbound Email Flow — can perform keyword routing (e.g., raise priority if subject contains "Billing")
Default Script Script displaying customer history or canned response suggestions
Auto-Reply Sends an immediate acknowledgement to the customer before an agent reviews the email

Callback Tab

Field Description
Service Level & Target SLA goal — callback clock typically starts when the agent's phone rings for the return call
Alerting Timeout Seconds callback request flashes on agent screen before rerouting
Allow Agents to Take Ownership Agents can claim a scheduled callback so it routes back specifically to them
Ownership Duration How long callback remains reserved for the specific agent — 1 hour to 7 days
Advance Scheduling How far in advance an agent can schedule a callback — 1 hour to 30 days
Auto-Answer Enabled = system dials customer and connects agent automatically; Disabled = agent must manually click Call

Wrap-Up Codes Tab

  1. Navigate to the Wrap-Up Codes tab within the Queue
  2. Click + or use the search box
  3. Add the codes created under Admin → Contact Center → Wrap-Up Codes

⚠️ Critical: If wrap-up codes are not added to the queue here, agents cannot tag their interactions even if the codes exist globally in the system.

Interview Cheat Sheet

Question Answer
Max queues per org? 5,000
Max members per queue? 5,000
Max ACW timeout? 900 seconds
What does Bullseye routing do? Starts with strict skills; relaxes requirements in rings over time
Conversation Score formula? Minutes in Queue + Priority Value
When does an interaction count toward utilization? When it starts Alerting (ringing), not when answered
Can you mix Users and Work Teams in a queue? Not recommended — use one or the other
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