Queues Rules

Rules

Different agents in the queue can have different penalties. SBR allows one to create Sets of Rules to change the value of the Min Penalty and Max Penalty channel variables in mid-call. This means opening a call to more members or potentially a different set of members is possible. Agents with different penalties can answer a call at different periods of time, depending on the Rule.

Add/Edit Queue Rule

General

Rule Name: Name that can be set as rule name. (E.g., Support Rule)

Rule Configuration

Caller Hold Time (sec): Caller hold time in the queue when a rule configuration change occurs. (E.g., >= 60)

Min Penalty: Agents with penalties smaller than this value can’t answer the call. (E.g., 3)

Max Penalty: Agents with penalties larger than this value can’t answer the call. (E.g., 10)

TIP: Default values for Min and Max Penalties are 0, which means that when a call comes in queue only agents with penalties 0 can answer a call.