{"id":5628,"date":"2022-11-17T07:10:12","date_gmt":"2022-11-17T07:10:12","guid":{"rendered":"https:\/\/multisite.korebots.com\/smartassist\/?p=5628"},"modified":"2022-11-17T07:11:29","modified_gmt":"2022-11-17T07:11:29","slug":"queues","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/smartassist\/queues\/","title":{"rendered":"Queues"},"content":{"rendered":"

<\/span>Introduction<\/span><\/span><\/h1>\n

Queues<\/b> are virtual, temporary waiting rooms that hold and process incoming requests for conversations between agents and customers. These are the holding areas for both digital and audio conversations waiting to be assigned to agents.\u00a0<\/span><\/p>\n

All conversations will be assigned to queues as they come in based on the agent selection logic and proficiency match. A conversation can only be in one queue at any given time. Once conversations have been assigned to queues, agents are assigned to these conversations based on pre-established rules and criteria as shown in the illustration below:<\/span><\/p>\n

Routing Queues<\/strong><\/p>\n

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As soon as a conversation is received, it is assigned to a queue. After the conversation is set to a queue, the next step is to check the routing method.\u00a0<\/span><\/p>\n

Simple routing method checks for agent skills and agent availability.\u00a0 After the skill and availability match the agent is assigned to the conversation.\u00a0<\/span><\/p>\n

Advanced routing method checks for preferred agents. If preferred agents have been specified for a queue, admins can specify a configurable time period after which the routing extends to skill match. If a preferred agent becomes available before the configured time expires, they will be given priority over agents who were selected via skill match.<\/span><\/p>\n

In order for the agent to answer the conversation, they must have a skill that is attached to the conversation. The conversation cannot be assigned to the agent if the skill does not match.\u00a0<\/span><\/p>\n

It is possible, however, to define a skill and the expiry period for that skill. An agent with the mentioned skill will be searched for the configured period of time. If no agent with that skill can be found before the skill expiration period, the skill is dropped from the requirement.\u00a0<\/span><\/p>\n

<\/span>Queue Routing<\/span> Types<\/span><\/span><\/h2>\n

All conversations will get assigned to queues as they come in. This is based on Routing as described below:\u00a0<\/span><\/p>\n