Configuring queues

Last Updated : Oct 27, 2022 |

About this task

Configure the queueing to forward customers to a group of agents depending on their answers. For queueing, select one True/False or Options question and assign queues to the answer options. You can assign one queue to several tags.

Before you begin

  • Add a True/False or Options question to a flow for collecting information relevant for queues.

  • Ensure that the answers available to the customers match the queues.

Procedure

  1. Locate the required flow and click the Edit icon.
  2. In the top navigation bar, click the Integrations tab.
  3. Locate the Avaya Experience Platform™ Public Cloud integration and click the Edit icon.

    Automation displays the Queue, Attributes, and Customer Identification tabs.

  4. Click the Queue tab.
  5. In the Question field, locate the question related to queueing.
  6. In the Queue column, select the required queue for each tag by using the search field or scrolling the list of available queues.
  7. Click the Save icon.
Related information
Creating integrations