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., `[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

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