Queues and Queue groups are the entities that ultimately route customer conversations delivering them to agent resources via Softphone or Chat functionality in Voyager Next.
\nYou can manage queues and queue groups using the options from the Contact Center Management > Routing, business hours, and queues card.\n
After clicking on the Routing, business hours, and queues card, you will see the following Manage queues and Manage queue groups cards. These cards allow you to manage queues and queue groups respectively.
\nTo access queue group management page, select Contact Center Management > Manage queues:\nSelecting Manage queues card will bring you to the Queue Group Management screen, here you will see all queues that have been configured for your CCaaS Partner\n If you want to create a queue while you are creating a queue group(see Creating a Queue Group steps):\n
To access queue management page, select Contact Center Management > Manage queue groups:\nSelecting Manage queue groups card from the sub-menu will take you to a list view of all configured queue groups.\n
First login to CCM Console
\nThere are 2 ways to create a queue group:
If you want to create a queue group while you are on the Manage queue groups page:
\nIf you want to create a queue group while you are creating a queue:
\nAs you type the queue group name, similar existing queue group names will appear in the dropdown menu:
\nClick the Edit button at the right of Queue Group Table on a Table View.
\nClick the Delete button at the right of Queue Group Table on a Table View.
\nNote: when deleting a queue group that has queues assigned to, those queues will also be deleted.
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