Chapter 3: Webex Contact Center Design (Phase 2) -- 3.4 Queue Design¶
3.4 Queue Design¶
3.4.1 Queue Design Strategy¶
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| QUEUE DESIGN STRATEGY - UCCX TO WXCC MIGRATION |
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| |
| UCCX CSQ | WXCC QUEUE | MIGRATION NOTES |
| -------------------+-------------------------+-----------------------------|
| Sales_India_CSQ | Sales_India_Queue | Direct migration |
| Sales_EMEA_CSQ | Sales_EMEA_Queue | Direct migration |
| Sales_Americas_CSQ | Sales_Americas_Queue | Direct migration |
| Support_CSQ | Support_General_Queue | Split by region |
| | Support_India_Queue | (new regional queues) |
| | Support_EMEA_Queue | |
| Billing_CSQ | Billing_Queue | Direct migration |
| TechSupport_CSQ | TechSupport_Queue | Direct migration |
| Email_CSQ | Digital_Email_Queue | Rename + enhance |
| Chat_CSQ | Digital_Chat_Queue | Add WhatsApp |
| -------------------+-------------------------+-----------------------------|
| TOTAL: 6 CSQs | TOTAL: 10 Queues | +4 new queues (regional) |
| |
| QUEUE DESIGN PRINCIPLES: |
| ======================== |
| 1. One queue per major function + region combination |
| 2. Skills-based routing within each queue |
| 3. Overflow paths between queues (regional -> global) |
| 4. Consistent SLA thresholds per queue type |
| 5. Queue-level reporting for KPI tracking |
| |
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3.4.2 Queue Configuration Specifications¶
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| ABHAVTECH WXCC QUEUE SPECIFICATIONS |
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| QUEUE | CHANNEL | SL | MAX Q | ROUTING | TEAM |
| ======================================================================== |
| |
| Q-01: Sales_India_Queue |
| ------------------------------------------------------------------------- |
| Name: Sales_India_Queue |
| Description: India B2C/B2B sales inquiries |
| Channel Type: Telephony |
| Queue Type: Inbound |
| Service Level: 30 seconds |
| Max Time in Queue: 300 seconds (5 minutes) |
| Routing Type: Skills-Based (Longest Available Agent) |
| Skills Required: Sales = TRUE, Region_India = TRUE |
| Skill Relaxation: After 120s: Remove Region_India |
| Assigned Team: India_Sales_Team |
| Overflow Action: After max queue -> Voicemail_EP |
| Music on Hold: abhavtech_hold_music.wav |
| Comfort Messages: Every 60 seconds |
| |
| Q-02: Sales_EMEA_Queue |
| ------------------------------------------------------------------------- |
| Name: Sales_EMEA_Queue |
| Description: UK/EU sales inquiries |
| Channel Type: Telephony |
| Service Level: 30 seconds |
| Max Time in Queue: 300 seconds |
| Routing Type: Skills-Based |
| Skills Required: Sales = TRUE, Region_EMEA = TRUE |
| Skill Relaxation: After 90s: Add Region_India (follow-the-sun) |
| Assigned Team: EMEA_Sales_Team, India_Sales_Team (backup) |
| After Hours: Route to Sales_India_Queue |
| |
| Q-03: Sales_Americas_Queue |
| ------------------------------------------------------------------------- |
| Name: Sales_Americas_Queue |
| Description: US/Americas sales inquiries |
| Channel Type: Telephony |
| Service Level: 30 seconds |
| Max Time in Queue: 300 seconds |
| Routing Type: Skills-Based |
| Skills Required: Sales = TRUE, Region_Americas = TRUE |
| Skill Relaxation: After 90s: Add Region_India |
| Assigned Team: Americas_Sales_Team, India_Sales_Team (backup) |
| After Hours: Route to Sales_India_Queue |
| |
| Q-04: Support_India_Queue |
| ------------------------------------------------------------------------- |
| Name: Support_India_Queue |
| Description: India customer support |
| Channel Type: Telephony |
| Service Level: 45 seconds |
| Max Time in Queue: 600 seconds (10 minutes) |
| Routing Type: Skills-Based |
| Skills Required: Support = TRUE |
| Skills Preferred: Hindi = TRUE (priority if available) |
| Assigned Team: India_Support_Team |
| Callback Option: Offer callback after 180 seconds |
| |
| Q-05: Support_EMEA_Queue |
| ------------------------------------------------------------------------- |
| Name: Support_EMEA_Queue |
| Description: UK/EU customer support |
| Channel Type: Telephony |
| Service Level: 45 seconds |
| Max Time in Queue: 600 seconds |
| Routing Type: Skills-Based |
| Skills Required: Support = TRUE, Region_EMEA = TRUE |
| Assigned Team: EMEA_Support_Team, India_Support_Team (backup) |
| After Hours: Route to Support_India_Queue |
| |
| Q-06: Billing_Queue |
| ------------------------------------------------------------------------- |
| Name: Billing_Queue |
| Description: Global billing and payment inquiries |
| Channel Type: Telephony |
| Service Level: 30 seconds |
| Max Time in Queue: 300 seconds |
| Routing Type: Skills-Based |
| Skills Required: Billing = TRUE |
| Assigned Team: Billing_Team (Mumbai only) |
| Security: PCI-DSS compliant (pause recording for card data) |
| |
| Q-07: TechSupport_Queue |
| ------------------------------------------------------------------------- |
| Name: TechSupport_Queue |
| Description: Technical product support |
| Channel Type: Telephony |
| Service Level: 60 seconds |
| Max Time in Queue: 900 seconds (15 minutes - complex issues) |
| Routing Type: Skills-Based |
| Skills Required: TechnicalSupport = TRUE |
| Skills Preferred: ProductA/ProductB/ProductC (based on selection) |
| Assigned Team: TechSupport_Team |
| Screen Pop: CRM ticket lookup on answer |
| |
| Q-08: Digital_Chat_Queue |
| ------------------------------------------------------------------------- |
| Name: Digital_Chat_Queue |
| Description: Web chat and WhatsApp |
| Channel Type: Chat |
| Service Level: 15 seconds |
| Max Time in Queue: 120 seconds |
| Concurrent Chats: 3 per agent |
| Routing Type: Skills-Based |
| Skills Required: Digital_Channels = TRUE |
| Assigned Team: Digital_Team |
| Auto-Response: "Thank you for contacting Abhavtech..." |
| |
| Q-09: Digital_Email_Queue |
| ------------------------------------------------------------------------- |
| Name: Digital_Email_Queue |
| Description: Email support channel |
| Channel Type: Email |
| Service Level: 4 hours |
| Max Time in Queue: 24 hours |
| Concurrent Emails: 5 per agent |
| Routing Type: Round Robin |
| Assigned Team: Digital_Team |
| Auto-Response: "We received your email. Ticket #..." |
| |
| Q-10: Callback_Queue |
| ------------------------------------------------------------------------- |
| Name: Callback_Queue |
| Description: Scheduled callback requests |
| Channel Type: Telephony (Outbound) |
| Queue Type: Outbound |
| Service Level: Within scheduled window |
| Routing Type: Skills-Based (match original request) |
| Assigned Team: All teams (based on callback type) |
| |
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3.4.3 Queue Provisioning Steps¶
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| QUEUE PROVISIONING - STEP BY STEP |
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| |
| STEP 1: Create Queue (Example: Sales_India_Queue) |
| ================================================== |
| 1. Navigate: Contact Center > Provisioning > Queues |
| 2. Click: "Create Queue" |
| |
| 3. General Settings: |
| - Name: Sales_India_Queue |
| - Description: India B2C/B2B sales inquiries |
| - Queue Type: Inbound Queue |
| - Channel Type: Telephony |
| |
| 4. Service Level Settings: |
| - Service Level Threshold: 30 |
| - Maximum Time in Queue: 300 |
| |
| 5. Routing Settings: |
| - Call Distribution: Longest Available Agent |
| - Skills Based Selection: Enabled |
| - Skills Requirements: |
| Click "Add Skill Requirement" |
| - Skill: Sales |
| - Operator: Equal To |
| - Value: TRUE |
| - Required: Yes |
| Click "Add Skill Requirement" |
| - Skill: Region_India |
| - Operator: Equal To |
| - Value: TRUE |
| - Required: Yes |
| |
| 6. Team Assignment: |
| - Primary Team: India_Sales_Team |
| - (Team must be created first - see Team Provisioning) |
| |
| 7. Skill Relaxation (Advanced): |
| - Enable Skill Relaxation: Yes |
| - After 120 seconds: |
| Remove skill requirement: Region_India |
| (Allows overflow to other regions) |
| |
| 8. Music and Messages: |
| - Music On Hold: abhavtech_hold_music.wav |
| - Comfort Message: "Your call is important to us..." |
| - Comfort Message Interval: 60 seconds |
| |
| 9. Click "Save" |
| 10. Note Queue ID: _______________ |
| |
| REPEAT for each queue in the specifications above. |
| |
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