Editing call queues helps you route callers to the right agents quickly, so customers reach the best resource the first time.
You must be signed into the Web Client as an Administrator to access the Settings icon and edit a call queue.
Quick Start:
1. Sign in as an Administrator in the Web Client.
2. Go to Settings > Contact Center Configuration > Queues.
3. Select the call queue you want to change and click Edit.
4. Update the queue name, agents, and hold experience.
Edit Existing Call Queues
Sign in to the Web Client with an Administrator account.
Click Settings (A) to open your administrative settings.
In the navigation, select Contact Center Configuration (B) to open all Contact Center settings.
From the configuration options, choose Queues (C) to view the list of all call queues.
Locate the queue you want to change and click Edit (D) to open the Edit Queue window.
Update Title (E) with a clear, descriptive name that uses only letters and numbers, is unique, and is not left blank.
Confirm Queue Type (F) remains set to Calls for standard call queues.
Set the caller's hold experience: use Hold Music (G) to select previously uploaded audio, or use Upload Hold Music (J) to drag in or browse for a new MP3 file.
Decide how callers are informed about their place in line: check Notify Caller of Queue Status (H) to replace hold music with announcements of the caller’s queue position.
Manage who handles calls by using Assign Agents (I) to select and assign agents to this queue.
Review your changes. Click Cancel (K) to close the Edit Queue window without saving, or click Save (L) to apply all updates to the call queue.