A queue represents a business unit in your organization with specific responsibilities. Queues help you assign incoming visitors to the most suitable agents. You can create multiple queues to group your agents according to their responsibilities.
Add New Queue
Log in to your Cloudfon CX control panel.
From the left navigation menu, go to People > Chat Queue.
Click Add.
On the New queue page, enter the queue name and add agents to the queue. You can add descriptions to help you identify the queue.
Click Save.
Now you have successfully created a queue.
Set Queue Auto Distribution
WebChat Auto Distribution
Available in Live Chat: When selected, the queue appears as an option in Live Chat configurations such auto distribution rules.
Available in Inbox: When selected, the queue appears as an option in Inbox configurations such as auto distribution rules.
b. Click Save.
Office Hours
a. You can choose to default to the office hour set in the global setting, or you can reset a new one for the current queue.
By default, office hour default by global settings.
b. Select your Time Zone.
c. On the Working Hours tab, add your working hours for the days on which your customer service team is working.
d. On the Holidays tab, click the Add Holiday button to set your holidays. You can also remove an existing holiday from the Operations column.
e. Click Save.