Transfer To Queue
- John Kargol
The "Transfer to Queue" panel serves as a tool for routing callers to a designated queue destination. This feature is particularly useful within an IVR flow, where callers are guided dynamically based on their needs. If a caller requires assistance from an agent, the system seamlessly transfers them to the appropriate queue as specified in the panel's configuration.
Configuration
Set as Flow Initiator: By selecting "Set as Flow Initiator," this panel will serve as the starting point of the IVR flow, before proceeding to subsequent panels within the Logic+ flow.
Panel Name: It is recommended that you choose a name and keep it consistent. You will also need to specify the variable name to update. If the variable does not exist, it will be created.
Panel Description: It is recommended to provide a clear description of the panel, detailing its purpose and functionality. This is akin to documentation, making it easier for others to understand and identify its intended use when they encounter it.
Queue: Specifies the destination queue where the caller will be directed.
Use Dropdown: Choose an available queue that has been previously configured in Admin → Configuration → Sharpen Q.
Use Variable: Use a variable to dynamically store the queue's extension number for routing purposes.
Locating Queue Extension Numbers: To find a queue’s extension number, navigate to Admin → Configuration → Sharpen Q, select the desired queue, and refer to the Extension field.
Skills: Apply skill requirements to an interaction, created in Admin → Configuration → Q Skills.
Priority: Assign a priority score to an interaction, ensuring it is given precedence within the queue.
Use Number: Specify a numerical priority value for the interaction.
Use Variable: Assign a variable to store a dynamic numeric value for flexible prioritization.
Exit Paths: Use the dropdown menu to select another panel in your flow. Any output from this panel will advance to the linked panel.
Error: The path taken when there is an error
Additional Information:
Skills (or Q Skills) refer to a system of tags assigned to agents or user groups. These tags identify the skills possessed by a given agent or group of agents. Any selections made in the Skills section are used to match the incoming interaction with an agent who possesses all or most of the selected skills.
Related Article: Sharpen Q Admin