All incoming Avaya Experience Platform™ Public Cloud interactions requiring agent assistance are assigned to a queue. After you assign agents to queues, they can immediately handle interactions from those queues. You can assign multiple queues to agents, and multiple interactions can route to a queue. An interaction can be assigned to a single queue.

Queues are not associated with channels. Interactions can route to agents associated with a queue and assigned to the appropriate channel.

When you configure the queues associated with agents or agent profiles, you can assign each queue with a proficiency level that determines the agent's ability to handle interactions in each queue. Proficiency is considered when matching work with available agents.

When multiple interactions route to a queue and have the same selection strategy, the interaction with the higher priority routes to an available agent first.

You can associate a queue with a timetable. Before routing an interaction to a queue, Avaya Experience Platform™ Public Cloud checks the associated timetable to ensure that the queue is within the hours you defined, and Avaya Experience Platform™ Public Cloud can assign interaction to this queue. If the queue is out of business hours, you can define the out-of-hours handling behavior. For example, send an automated response to customers and end the interaction.

Interactions must route through a queue and can have attributes assigned. When an interaction has attributes assigned, Avaya Experience Platform™ Public Cloud attempts to find an agent staffed with the queue with those same attributes. Workflows can have routing rules that modify the attributes set for interaction if the actual wait time is too long, the estimated wait time is too long, or the number of available agents falls below a certain limit. Removing attributes when one of these rules is met can increase the pool of available agents.

When an interaction is queued for routing with no associated attributes, it can be matched with agents in the queue with the appropriate channel assigned. If multiple agents are available, the interactions route to the agents that best match the requested proficiency level. If multiple agents are still available, the agent selection strategy defined in the workflow applies to find the best agent. The longest idle time is also considered when multiple agents are available.

Agents can transfer interactions to queues. For example, transfer an interaction to a queue that finds a more appropriate agent with the knowledge to deal with the customer query.

Your account includes a default queue which you cannot edit.