Chapter 6: Webex Contact Center Implementation -- 6.3 Queue Implementation¶
6.3 Queue Implementation¶
6.3.1 Queue Design (Per Chapter 3.4)¶
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| ABHAVTECH QUEUE SPECIFICATIONS - 10 QUEUES |
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| |
| QUEUE | CHANNEL | SL | MAX Q | ROUTING | OVERFLOW |
| ======================================================================== |
| |
| Q-01: Sales_India_Queue |
| ---------------------------------------------------------------------- |
| Channel: Telephony |
| Service Level: 30 seconds |
| Max Time in Queue: 300 seconds (5 min) |
| Routing Type: Skills-Based (Longest Available Agent) |
| Skills Required: Sales=TRUE, Region_India=TRUE |
| Skill Relaxation: After 120s: Remove Region_India |
| Team Assignment: India_Sales_Team |
| Overflow Action: Voicemail_EP |
| MOH: abhavtech_hold_music.wav |
| Comfort Messages: Every 60 seconds |
| |
| Q-02: Sales_EMEA_Queue |
| ---------------------------------------------------------------------- |
| Channel: 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) |
| Team Assignment: EMEA_Sales_Team + India_Sales_Team (backup) |
| After Hours: Route to Sales_India_Queue |
| |
| Q-03: Sales_Americas_Queue |
| ---------------------------------------------------------------------- |
| Channel: 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 |
| Team Assignment: Americas_Sales_Team + India_Sales_Team (backup) |
| |
| Q-04: Support_India_Queue |
| ---------------------------------------------------------------------- |
| Channel: Telephony |
| Service Level: 45 seconds |
| Max Time in Queue: 600 seconds (10 min) |
| Routing Type: Skills-Based |
| Skills Required: Support=TRUE |
| Skills Preferred: Hindi>=5 (priority if available) |
| Team Assignment: India_Support_Team |
| Callback Option: Offer after 180 seconds |
| |
| Q-05: Support_EMEA_Queue |
| ---------------------------------------------------------------------- |
| Channel: Telephony |
| Service Level: 45 seconds |
| Max Time in Queue: 480 seconds |
| Routing Type: Skills-Based |
| Skills Required: Support=TRUE, Region_EMEA=TRUE |
| Team Assignment: EMEA_Support_Team + India_Support_Team (backup) |
| |
| Q-06: Support_Americas_Queue |
| ---------------------------------------------------------------------- |
| Channel: Telephony |
| Service Level: 45 seconds |
| Max Time in Queue: 480 seconds |
| Routing Type: Skills-Based |
| Skills Required: Support=TRUE, Region_Americas=TRUE |
| Team Assignment: Americas_Support_Team + India_Support_Team (backup) |
| |
| Q-07: Billing_Queue |
| ---------------------------------------------------------------------- |
| Channel: Telephony |
| Service Level: 60 seconds |
| Max Time in Queue: 480 seconds |
| Routing Type: Skills-Based |
| Skills Required: Billing=TRUE |
| Team Assignment: India_Billing_Team |
| Recording Pause: Auto-pause for card capture (PCI) |
| |
| Q-08: TechSupport_Queue |
| ---------------------------------------------------------------------- |
| Channel: Telephony |
| Service Level: 45 seconds |
| Max Time in Queue: 600 seconds |
| Routing Type: Skills-Based |
| Skills Required: TechnicalSupport=TRUE |
| Skills Preferred: ProductA_Expert OR ProductB_Expert |
| Team Assignment: India_TechSupport_Team |
| |
| Q-09: Digital_Chat_Queue |
| ---------------------------------------------------------------------- |
| Channel: Chat / WhatsApp |
| Service Level: 15 seconds |
| Max Wait: 300 seconds |
| Routing Type: Skills-Based |
| Skills Required: Digital_Channels=TRUE |
| Concurrent Limit: 3 chats per agent |
| Team Assignment: India_Digital_Team |
| |
| Q-10: Digital_Email_Queue |
| ---------------------------------------------------------------------- |
| Channel: Email |
| Service Level: 4 hours |
| Routing Type: Skills-Based |
| Skills Required: Digital_Channels=TRUE |
| Concurrent Limit: 5 emails per agent |
| Team Assignment: India_Digital_Team |
| |
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6.3.2 Queue Provisioning - Step-by-Step¶
Creating Sales_India_Queue¶
Navigation: Control Hub -> Contact Center -> Provisioning -> Queues
Step 1: Create Queue
- Click "Create Queue"
- Select Queue Type: Inbound
Step 2: General Settings
| Field | Value |
|---|---|
| Name | Sales_India_Queue |
| Description | India B2C/B2B sales inquiries |
| Channel Type | Telephony |
| Queue Routing Type | Skills Based |
Step 3: Service Level Settings
| Field | Value |
|---|---|
| Service Level Threshold | 30 (seconds) |
| Maximum Time in Queue | 300 (seconds) |
Step 4: Skills-Based Routing Configuration
| Setting | Value |
|---|---|
| Skill Requirement 1 | Sales = TRUE |
| Skill Requirement 2 | Region_India = TRUE |
| Agent Selection | Longest Available Agent |
Step 5: Skill Relaxation (Advanced)
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| WAIT TIME | RELAXATION ACTION |
| -------------+------------------------------------------------------------|
| 0-60 sec | Match all required + preferred skills |
| 60-120 sec | Match all required skills only |
| 120-180 sec | Remove Region_India (global pool) |
| 180-300 sec | Reduce language proficiency to minimum |
| >300 sec | Route to voicemail / callback offer |
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Step 6: Queue Treatment
| Setting | Value |
|---|---|
| Music on Hold | abhavtech_hold_music.wav |
| Comfort Message | Every 60 seconds |
| Position Announcement | Enabled |
| EWT Announcement | Enabled |
Step 7: Team Assignment
- Click "Assign Team"
- Select: India_Sales_Team
- Click "Add"
Step 8: Save
- Click "Save"
- Record Queue ID: _______
REPEAT for all 10 queues.