Queues

Connect (voice, chat and task) queues

Note: Connect queues can only be created in Amazon Connect. Once a queue has been created in Connect, it will appear in the Agent Desktop after the scheduled sync between Connect and the Agent Desktop. To learn more about syncing between Connect and the Agent Desktop, see section Syncing the Agent Desktop and Amazon Connect.

Edit a Connect queue

To edit a Connect queue, go to Admin > Queues.

1. Within the tab called Voice, chat & task queues, click on the name of the queue you want to edit.

2. The following fields can be edited.

   1. Opening hours.

3. Click on Save.

Enable or disable a Connect queue

Note: Disabling a Connect queue puts it in an offline mode. Contacts cannot be routed to it.

To disable a Connect queue, go to Admin > Queues.

Within the tab called Voice, chat & task queues click on the status toggle button for that queue. To re-enable a queue, click on the toggle button again.

Edit multiple Connect queues

To edit multiple Connect queues, go to Admin > Queues.

1. Within the tab called Voice, chat & task queues, select the checkboxes next to the names of the queues you want to edit and click on Edit.

2. The list of selected queues will appear at the top of the screen. To remove a queue, click on the X icon next to its name.

3. The following fields can be edited.

   1. Opening hours.

4. Click on Save.

Edit Connect queues in bulk from a .xlsx file

You can also edit Connect queues in a bulk import. To do so, go to Admin > Queues. Within the tab called Voice, chat & task queues, hover over the ellipsis icon and click on Upload.

1. Click on Download template to download the import template.

2. Add the queues you want to update to the template and click on the Choose file button to upload it to the Agent Desktop.

3. Check for any errors that are listed and re-upload the template if required.

4. Click on Save.

5. Verify the queues then click on Save.

Email queues

Add an email queue

To add an email queue, go to Admin > Queues.

1. Within the tab called Email queues, Click on Add new queue.

2. Enter or select the following details:

   1. Name.

   2. Description (optional).

   3. Add email signature(s) (optional).

      1. When adding an email signature to a queue, you can select one signature as the default signature. Any default signatures will appear automatically in the body of an email from that queue.

3. Click on Save.

Edit an email queue

To edit an email queue, go to Admin > Queues.

1. Within the tab called Email queues, click on the name of the queue you want to edit.

2. The following fields can be edited.

   1. Name.

   2. Description.

   3. Email signature.

3. Click on Save.

Enable or disable an email queue

Note: Disabling an email queue puts it in an offline mode. Contacts cannot be routed to it.

To disable an Email queue, go to Admin > Queues.

Within the tab called Email queues click on the status toggle button for that queue. To re-enable a queue, click on the toggle button again.

Add or edit email queues in bulk from a .csv file

You can also add or edit email queues in a bulk import. To do so, go to Admin > Queues. Within the tab called Email queues, hover over the ellipsis icon and click on Upload.

1. Click on Download template to download the import template.

2. Add your queues to the template and click on the Choose file button to upload it to the Agent Desktop.

3. Check for any errors that are listed and re-upload the template if required.

4. Click on Save.

5. Verify the queues then click on Add new queue.