If enabled for your account you can use the Virtual Queues area to create virtual queues. Use virtual queues in configuring the following features:
...
NewVoiceMedia does not use virtual queues for routing, unless you configure service levels—wait time and percentage targets—for them. (Currently you cannot save a virtual queue without defining a service level for it.)
Virtual queues and priority calls
If priority call handling is enabled for your account, you can configure the calls that enter a virtual queue to be priority calls. Priority calls appear in the priority calls lists in eligible agents' ContactPads. Agents can perform additional tasks related to such calls. For more information about priority calls, see Priority call handling. For information about configuring virtual queues to contain priority calls, see Configuring virtual queues.
Service levels and service level agreements (SLA)
...
If enabled for your account, NewVoiceMedia NewVoiceMedia prioritizes interactions according to your SLAs within a 24 hour period. NewVoiceMedia aims to route all interactions to keep in line with SLAs.
| Panel | ||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| ||||||||||||||
|
...