Chapter 03. Queue Administration

About Queue Administration

A queue is a "holding place" for work assignments generated by applications. Administration Server users gain access to queues based on their role assignments. Each role can have one or more assigned queues. When a user is assigned the role, he or she has access to work items in that queue.

In StarPound Studio, the application modeler adds the queue as an element in the application to generate a Work Item. Within that queue element, the modeler defines the criteria for assigning the work item, and the steps required to complete on the Work Item.

In Management Console, you define the properties of the queue using the Queue Administration area.

 

Push or Pull Queues

In the Queue Administration area, you define how the queue will handle new assignments. The queue can be set up as one of two types:

  • A Pull queue is passive. Users must retrieve assigned items from the queue
  • A Push queue is active. When a work item is assigned to the user, any media elements associated with the work item (such as a phone call or live chat) are automatically delivered to the user as the user is notified of the assignment. For example, when a user is assigned a work item with a phone call from a push queue, the Administration Server may be automatically brought to the top as the user's phone begins to ring.

 

Default Team Distribution Policy

You also define the default distribution policy for teams with access to the queue. The distribution policy controls how work items assigned to the queue are distributed among the members of the team.

The distribution policy options for a queue are:

  • Group Ring - The system notifies all team members of the new work item.
  • Round-Robin - The system distributes work items in rotation. The first item is distributed to the first user on the team list. If the first user is busy, then the work item proceeds to the second user, and so on. The next work item is distributed to the next user on the team list. For example, if User 1 receives the first item, User 2 will receive the next item--even if User 1 is now available.
  • Sequential - The system distributes the work item in priority order, starting with the first user on the team list. If the first user is busy, then the work item proceeds to the second user, and so on. Subsequent work items always begin by checking for availability of the first person on the team list. Distribution will only go to the second user if the first user is unavailable.

 

Work Item Timeout

There are three types of timeouts that apply to queues:

  • Alert timeouts occur when a work item in the queue is assigned to a user, but the user does not accept the work item within the specified time limit. After an agent timeout, the system will attempt to assign the work item to another user.
  • Queue timeouts occur when a work item has remained in a queue without being accepted by any user beyond the specified time limit. After a queue timeout, the system can initiate an application to respond to the timeout condition.
  • Route timeouts occur when a work item has remained in a "routing" state in a queue beyond the specified time limit. After a route timeout, the system can initiate an application to respond to the timeout condition.

In each case, the application modeler can specify within the application how to handle timeout events. The application settings always override these queue settings. (Application timeout settings are not supported in this release.)

 

Procedure: Administering Queues

To access queue administration functions, click the Queue Administration link on the Administration Home page. Clicking the Queue Administration link launches the Queue Administration wizard.

The Queue Administration wizard allows you to:

  • Modify an existing queue
  • Create a new queue

The following diagram is a map of the queue administration process:

 

Queue Administration Page

This section provides definitions for fields on the Queue Administration page:

 

Fields

Queue Name

The name of the queue. Click an existing queue link to edit the queue.

Queue Type

Indicates how the queue handles new work items. Values are:
  • Pull, where users must retrieve items from the queue
  • (Not supported in this release) Push, where work items with media (phone calls or live chat) are directed to users immediately when the item is assigned

 

Operations

Create Queue

This page includes a link to create a new queue.

 

Edit Queue Page

This section provides definitions for fields on the Edit Queue page:

 

Fields

Queue Name

The name of the queue.

Queue Description

A brief description of the queue.

Queue Type

Indicates how the queue handles new work items. Values are:
  • Pull, where users must retrieve items from the queue
  • Push, where work items with media (phone calls or live chat) are directed to users immediately when the item is assigned

Agent Alert Time (sec)

The length of time that the system waits for a work item in this queue to be accepted before the work item experiences an
alert timeout.

Alert Timeout Agent Status

(Not supported in this release) The user status value that the system sets, when the user fails to accept an assigned item within the specified agent alert time.

Statistics Period

(Not supported in this release) The length of the queue's statistics period. At the end of the period, counters are reset to
zero.

Time in Queue (sec)

The length of time the system waits for a work item in this queue to be accepted before the work item experiences a queue timeout.

Route Timeout (sec)

The length of time the system waits for a work item in this queue to be routed before the work item experiences a route timeout.

Media Queue

Select the media queue to associate with this queue.

After Work Time (seconds)

Set the length of time to wait after a user completes a task before the agent is available for another hot work item
assignment (one with an associated phone call).

Default Distribution Policy

Indicates the default distribution policy for the queue. This value is applied to any work item in this queue that is assigned
to a team without a distribution policy set at the team level. Values are:
  • Group Ring, where all available users are notified of the new work item.
  • Round Robin, where work items are distributed to available users in rotation. The first item is assigned to the first user, the second to the second user and so on.
  • Sequential, where work items are distributed in priority order, always starting with the first user in the defined sequence. If the first user is not available, the item is distributed to the second user or the next available user in the sequence.