![in queue meaning in queue meaning](https://i.onthe.io/0fgjhs16a3o0ccokdg.a8f1124e.png)
In the CSV file, the queue is present in the parent row and call distribution is present in subsequent child rows. Rows that define a queue and rows that define call distribution for the queue have a parent child relationship. If there are multiple teams with the same name for different sites, use the team name: site name format to define the team name.įor more information, see Example of Queue. Provide the teams that are part of a distribution group. Provide the duration in the queue, in seconds, for which contact waits for an agent in this distribution group before attempting to connect to agents in the next distribution group. For example, if there are three distribution groups for a queue, provide value ranging from 1–3. Provide the priority sequence for the call distribution group in relation to all other distribution groups defined for the queue. Add multiple groups to distribute calls to more teams with the passage of time in the queue. Distribution Groups associate one or more teams with a queue. This setting is applicable only if the Routing Type is Skills_Based.īEST_AVAILABLE_AGENT: Webex Contact Center routes the call to the agent with the highest proficiency across all skills for the contact. Provide a value to route calls to agents based on skill requirements. This setting is applicable if at least one of the skills in the skill requirement list is of the type Proficiency. When you provide SKILLS_BASED as the routing type, you also need to specify two more options to route a call when more than one agent with the required skill set is available.īEST_AVAILABLE_AGENT: Webex Contact Center routes calls to the agent with the highest proficiency across all skills for the contact. The SKILLS_BASED routing type is available only if you provision the queue with channel type as Telephony. SKILLS_BASED: Webex Contact Center routes calls to agents based on skill requirements that you configure in the flow that is associated with the queue. LONGEST_AVAILABLE_AGENT: Webex Contact Center routes calls to the agent available for the longest time, across all the teams that are assigned to the queue. The system sets the Routing Type when you create a queue. This setting is applicable only for the Telephony channel type. The Bulk Operations feature enables you to create, modify, or delete fields for the following entities:īegin the name with a letter. The maximum size limit for a CSV file is 10 MB.Īll values are mandatory, unless explicitly stated otherwise. Webex Contact Center rejects CSV files that contain more than 5000 rows. You can have a maximum of 5000 rows in the CSV file.
![in queue meaning in queue meaning](https://i.ytimg.com/vi/UY1L-faktUs/maxresdefault.jpg)
The first row in the CSV file is the header.Ī comma separates field values in the CSV file. This article provides information about how you can define the comma separated values (CSV) file while using the Bulk Operations feature in Webex Contact Center.