If enabled for your account you can use the Agreement Management Virtual Queues area to create virtual queues. Use virtual queues in configuring the following features:
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Queues
A queue is where interactions wait to be handled by agents. In NewVoiceMedia Vonage Contact Center a queue represents a Universal Contact Distributor (UCD) applet. Interactions routed to the represented UCD wait in the queue. An interaction can only exist in one queue at any one time.
Virtual queues
Like a queue, a virtual queue is where interactions wait to be handled by agents. A virtual queue represents a combination of skills that an interaction must require to enter the queue.
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Unlike a queue, a virtual queue does not represent an actual entity in NewVoiceMediaVonage Contact Center.
Virtual queues are primarily for use in reports—in dashboards—and subsequently for workforce management. If your dashboards show that interactions with certain skill combinations lead to long wait times, you may need to increase the number of agents with those skills.
NewVoiceMedia Vonage Contact Center 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 in ContactPad. For information about configuring virtual queues to contain priority calls, see Configuring virtual queues.
Service levels and service level agreements (SLA)
A service level agreement (SLA) includes the target wait time and the target percentage of interactions you want handled within that target wait time. When applied to a virtual queue, the SLA describes the target percentage of interactions with the configured skill combination that must be answered within the target wait time.
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If enabled for your account, NewVoiceMedia Vonage Contact Center prioritizes interactions according to your SLAs within a 24 hour period. NewVoiceMedia Vonage Contact Center aims to route all interactions to keep in line with SLAs.
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