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 Navigate to Admin → Contact Center → Queues Click Create Queue Name: Enter a unique name (e.g., VoIP_Tier2_Support ) 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 Peer ID: Optional — only used when syncing with an external system like Genesys Cloud EX 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., support@company.com ) 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 Navigate to the Wrap-Up Codes tab within the Queue Click + or use the search box 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