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.
Preparatory tasks
Every Imagicle waiting queue must be assigned to an available internal extension and relevant DID, so please make sure you have already identified the pilot numbers to be routed to Imagicle Advanced Queuing.
Configuration steps
Depending on the Calling Platform in use, we have summarized all required configurations to be applied on Imagicle UCX Suite web portal and on the Calling Platform:
License Activation
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.