Getting started with Advanced Queuing
Imagicle Advanced Queuing allows to define multiple waiting queues, for different services. Before applying configurations for waiting queues, we strongly suggest to read the welcome page, describing all Imagicle features, and the Decision Tree paragraph, showing the call flow and applied behaviours to queued calls depending on day/time and agents availability.
Configuration steps
If you need to define multiple waiting queues for different services, we strongly suggest to apply a common template by configuring queues default settings. Those default settings are subsequently applied to all configured waiting queues, allowing to only tweak the parameters or voice prompts specific to each queue.
Agents/operators to be assigned to each waiting queue must be configured, together with own permission level. This is described in this article.
New queues setup is also included in the same article, with a detailed description of each queue tab and relevant parameters.
Queue traffic should be routed to Imagicle UCX Suite through SIP trunk. PBX configurations are described beneath each platform sub-topic.
Camp-on is another Imagicle feature which allows operators to park the call to an extension. Additional configurations to enable such feature are included into specific sub-topics by calling platform.
Channel-based subscription license is activated by following this article.
Monitoring your queues traffic
Real-time monitoring is available from UCX Console client. A specific Dashboard panel is added to Agent and Attendant Console Enterprise version.
If you wish to develop your own real-time dashboard or web panel, Imagicle provides REST APIs for the same, documented here.
Statistical, historical data about calls volume hitting Imagicle queue and relevant outcome is available within Advanced Queuing reports. Same reporting feature also include agents analysis, to evaluate the performances of each agent/operator included in queues' call distribution.