Queues

Queues are virtual, temporary waiting rooms that hold and process incoming requests for conversations between agents and customers. These are the holding areas for digital and audio conversations waiting for an agent to be assigned.

All conversations get assigned to queues based on the agent selection logic and skill proficiency match. A conversation can only be in one queue at any given time. Once conversations get assigned to a queue, Contact Center AI assigns them to agents. The agent assignment works based on pre-established rules and criteria. Once a conversation comes in, it gets assigned to a queue, the next step is to check the routing mode.

Queue Routing Modes

All conversations will get assigned to queues as they come in. This process is based on three Routing modes, as described below.

Standard Routing

• Queue routing is primarily based on the highest average skill and proficiency match for a given conversation. This routing mode only considers proficiency after a skill match has occurred.
• If multiple agents match a skill, the routing is done based on currently utilized slots. Agents with fewer utilized slots get priority, as per proficiency thresholds. Also, agents get prioritized if more time has passed since their last conversation compared to other agents.

Advanced Routing

• In this case, the conversation first routes to a preferred agent.
• For each new conversation, Contact Center AI checks preferred agents (if any) for availability. During a preferred agent check, skills are ignored. If a preferred agent is not assigned and the preferred agent timeout expires, the check is expanded to the full agent list, and skills are matched to select the best available agent (according to the Simple Routing Mode).

Conditional Group Routing (CGR)

• Conditional Group Routing (CGR) is a dynamic routing method that expands the pool of available agents by sharing agents across different queues within the same division.

• Administrators can configure rules that determine when and how agents are shared between queues. Rules are based on Key Performance Indicators (KPIs), such as Estimated Wait Time (EWT) and Average Handle Time (AHT), as well as agent availability.

  The goal of CGR is to optimize agent utilization and reduce customer wait times while maintaining service levels across all queues.

Configuration

CGR is configured at the queue level for queues containing a single channel type.

Administrators can configure CGR rules in the routing settings of a queue by turning on the toggle.

Each rule can include:

• KPIs – EWT and AHT (with flexibility to add more KPIs in the future).
  
• Agent Availability – Evaluates whether agents in shared groups can take on additional interactions.
• Wait Periods – Defines how long to wait before moving to the next rule if no agent is available.
  

Rule Sequence

• Rules are evaluated sequentially.
• If a rule condition is met, all agents in the associated group are marked as available.
• If a rule condition is not met, the group is deactivated, and the next rule is evaluated.
• After the last rule, if no assignment is made, the interaction waits until it is assigned.

Example: Share Group A from Queue X

• Condition: Estimated Wait Time (EWT) for Queue Y > 120 seconds
• Wait Period: 30 seconds
• Action: Include all available agents from Group A in Queue X to handle interactions in Queue Y

• Effect:

  • If EWT exceeds 120 seconds, agents from Group A are temporarily added to the available pool for Queue Y.
  • If an interaction remains unassigned after 30 seconds, the system evaluates the next rule.
  • Once the rule conditions no longer apply, Group A is deactivated for new interactions and previous waiting interactions, unless they still meet the rule criteria.

Agent Pool Expansion

• The system dynamically expands the agent pool by including eligible agents from shared groups.
• Expansion occurs incrementally, based on rule evaluation.
• Agents are added when demand increases in the original queue.

Agent Selection

Agents added through CGR should share similar skills with the original queue agents to maintain service quality.

How it Works

1. A new interaction enters a queue with CGR enabled.
2. The system evaluates the first configured rule in real time.
   • If the rule is met, agents in the associated group are added to the available pool.
   • If not, the group is deactivated, and the next rule is evaluated.
3. If no agent is assigned within the rule’s wait period, the system moves to the next rule.
4. Once all rules are evaluated:
   • If agents are available, the interaction is assigned.
   • If not, the interaction remains in the queue until an agent becomes available.
5. When agent availability changes:
   • If a group becomes unavailable for a new interaction, it also becomes unavailable for waiting interactions.
   • If a group becomes available for a new interaction, it also becomes available for waiting interactions.

The Queues Live Board

To access Queues, go to Contact Center AI > ROUTING > Queues.

This section displays the following:

• Search: Enter keywords to find queues by name;
• Queue: The name and description of available queues;
• Actions: Lists the Edit Queue option;
• Agents: Shows the agents available for a particular queue;
• Mode: Specifies whether the queue is set to the Simple or Advanced routing mode;
• ACW: Displays the After Call Work (ACW) configuration;
• Status: Displays the status of the conversation, Active or Inactive.

Add a Queue

1. At the top-right corner of the Configuration page, Click New Queue.
2. In the New Queue window, you can set up the queue as follows:
   
   1. With Simple Routing, you can configure the Queue Settings and Assignments;
   2. With Advanced Routings, you can configure the Queue Settings, Assignments, Preferred Agents, and Skills.

Settings

This section is available in Simple and Advanced Routing modes and allows you to configure the following:

1. The Name by which to identify the queue;
2. A short Description of the queue (optional);

3. Hours of Operation: Select from the available Hours of Operation.

4. Transfer Rules: This feature lets you limit the agents’ ability to transfer from one queue to another. If this feature is enabled, you can select the specific queues to which agents can transfer customers. If disabled, agents can transfer to any queue from the current one. Turn on the Transfer Rules toggle, select a Queue and click Done.
   

   Note

   If the customer ends the chat before the completion of a transfer, then the transfer will be dropped, and the interaction will not be assigned to any queue or agent. This feature only applies to chat conversations and is available if you are using Kore WebSdk v1.0.

5. Maximum Wait Time: Specify the maximum time a conversation should wait in the queue before the default No available agent flow handles it.

6. After Call Work (ACW) You can enable or disable ACW.

   ACW Enabled

   1. Immediate Slot Release: The slot becomes available immediately when the conversation ends. Agents can finalize the disposition at their convenience.

   2. Timed Slot Release: Agents are required to complete the disposition within a pre-set time duration, during which the slot will remain occupied. A default 30-second timer appears by default, which administrators can modify. The configurable time duration ranges between a minimum of 10 seconds and a maximum of 15 minutes. If the timer field is blank, an alert message is displayed to enter a timeout value ranging between 10 seconds and 15 minutes for the timed slot release.

      You can edit the ‘Is Required?’ and ‘Assignment’ fields for disposition sets, including the default disposition sets. This allows existing users to switch any configured disposition set to an optional mode.
      

   3. Indefinite Slot Release: If selected, the slot remains occupied until the agent submits the disposition.
      

7. Advanced Routing: If enabled, preferred agents and skill dropoffs will be available if you enable this option.
   

8. Click Save.

Assignments

This section is available in Simple and Advanced Routing modes and allows you to assign agents, agent groups, or both to the queue.

Assign Agents

Follow these steps to assign agents to a queue:

1. Click Add Agent;
   

2. Click the checkbox next to an agent’s name to select it and click Done. You can use the Search field at the top of the list to find a specific person.
   

Assign Agent Groups

1. Click Add Agent Group;
   

2. Click the checkbox next to the name of a group to select it and click Done. You can use the Search field at the top of the list to find a specific group.

   Note

   Agents from the agent group are not displayed in the agent’s list. The list of agents added to the queue is displayed, along with the agent groups that are part of the queue.

Preferred Agents

In the Preferred tab, you can assign preferred agents to the queue.

1. Under Preferred Agents, find the agent you need in the list. You can use the Search field for this purpose. Select the corresponding Preferred checkbox to set the agent as preferred.
   

2. Under Advanced Settings, configure the preferred agent timeout. During a preferred agent check, skills are ignored. If a preferred agent is not assigned and the preferred agent timeout expires, the check expands to the full agent list, and skills match to select the best available agent for the conversation.
   

Skills

1. In the Skills tab, search for a specific skill to assign to the Queue.

2. Choose whether you want the skill to expire and set the time for this. Once a skill assignment expires, the conversation routes to other assigned skills.

   When you are ready to save the Queue, click Create. The new Queue is then listed among your available queues. You must configure at least the Settings and Assignment tabs to save a queue.

Edit a Queue

1. Click the Edit icon corresponding to the queue you want to edit.

2. Make the required changes and click Save.

Delete a Queue

To delete a queue, follow these steps:

1. Click the Edit icon corresponding to the queue you want to edit.

2. Click the Delete (bin) button on the bottom left side.

3. Click Delete to confirm your choice.
   

   Note

   • Deleting a queue means that all corresponding routing rules are removed.
   • The queue cannot be deleted if an active campaign associated with it is running. Please ensure that all campaigns are inactive before attempting to delete them.

Assign a Conversation to a Queue

There are two ways to assign a conversation to a queue:

1. Using the Set Queue node within an experience flow.
2. Using the agentUtils.setQueue() method.

When the Contact Center Permission is Disabled

Users with full user management access can restrict selected users from participating in contact center interactions until they complete mandatory tasks or meet other requirements. Once disabled, the user cannot access contact center functionalities or appear in agent status lists. However, users can still access Automation AI, Agent AI, or Search AI, based on their assigned roles and permissions. Disabled users are identified by a “Disabled” tag in user management and agent selection lists, but they do not populate active analytics dashboards. This supports seamless permission control while preserving user visibility and data integrity.

A pop-up message appears upon clicking queues.

A disabled tag is displayed beside the user.

Note

Agent permissions cannot be disabled if the agent is the only member of the queue or is currently engaged in an active conversation.

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