All Avaya Experience Platform™ Public Cloud interactions are assigned to a queue. Create queues that you can assign to agents who can then handle the interactions in that queue.
You can edit existing queues if there is an error that you need to correct. However, there is no option to delete any queues.
Before you begin
Log in to Application Center Administration as an account administrator.
Procedure
In the navigation tree, click Contact Center > Queues.
On the Queues page, click Create Queue.
Application Center Administration displays the New Queue pane.
In the Queue Name field, type a unique name for the queue.
For example, Sales.
In the Queue Description field, type a description for the queue.
Optional In the Timetable list, select a timetable to associate with the queue.
In the After Contact Work section, select a Mode for each channel:
Default: Use the default ACW mode configured for the channel.
Timed: Enter an ACW duration between 1 second and 3600 seconds. Alternatively, use the default value of 120 seconds.
Manual: Allow agents to manually end their ACW state.
Disabled: Disable ACW for this queue.
User: Use the ACW mode configured for the users assigned to this queue.
