Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet

Routing

N/A

Both

Determines whether interactions are distributed based on the longest waiting agent (ACD) or specific agent skills (UCD).

Wait Time Announcements

Skills based (first in, first out)

Default

Configures the system to inform callers of their estimated wait time based on target or recent performance data.

Estimated Wait Time Breakout

Skills based option

Both

Triggers an overflow to a different applet if the predicted wait time exceeds a defined threshold.

Queue Settings

N/A

Both

Controls how users are informed of their queue position and sets the limits for the maximum number of interactions allowed in the queue.

Announcements

N/A

Message

Provides text-based status updates and dynamic queue information specifically for message-based interaction plans.

Voluntary Breakouts

N/A

Both

Allows users to exit the queue by pressing a specific key (voice) or typing a keyword (message).

Queue Announcements

N/A

Default

Manages the sequence of audio files played to callers while they wait, including recurring updates or instructions.

Queue Music

N/A

Default

Defines the audio file played to callers during the intervals between queue announcements.

Unexpected State Settings

N/A

Both

Sets the duration for agent timeouts and defines the agent's next state if an interaction fails or goes unanswered.

Agent Hangup

N/A

Default

Specifies the destination applet for a caller if the agent disconnects the call first, such as a post-call survey.

No Agents Breakout

N/A

Default

Routes interactions to an alternative applet if no agents are currently logged into the required groups.

Agent Decline Breakout

N/A

Both

Determines where an interaction is routed if an agent manually declines it.

Queue Duration Settings

Longest waiting (first in, first out)

Both

Sets a maximum time limit for how long an interaction can stay in the queue before being automatically moved to a timeout applet.

Agent Audio

N/A

Default

Configures the specific audio files callers hear while being connected to an agent or while placed on hold.

Whisper Audio

N/A

Default

Plays a short, private audio message to the agent immediately before the interaction is connected to provide context.

Salesforce Record Display

N/A

Both

Controls which data source is used to automatically search for and display a specific Salesforce record when an interaction arrives.

Group Settings

N/A

Both

Defines the specific agent groups assigned to handle interactions and the overflow timing between those groups.

Wrap settings

Skills based option

Both

Configures the duration an agent remains in a "Wrap Up" state and their subsequent status after the post-interaction work period ends.

Behaviour Type

List of available options

Determines how interactions are routed to agents.

The available options are:

• Longest waiting (first in, first out) routes interactions to the agent who has been available the longest. This option uses the ACD applet.

• Skills based (first in, first out) routes interactions to agents with the required skills and assigns to them the interaction that has been waiting the longest (first received). This option uses the UCD applet.

• Skills based (last in, first out) routes interactions to agents with the required skills and assigns to them the most recently received interaction. This option uses the UCD applet.

Skills based options must be used with the Skill Tagger or Set SLA applets.

• Last in, first out routing

• Skill Tagger applet

• Set SLA applet

Equal Call Allocation Mode

List of available options

Determines how interactions are distributed among available agents with matching skills.

Available options are:

• Random distributes the interactions to any qualified agent at random.

• Time since answering last inbound call (descending) prioritizes the agent who has waited the longest since their last inbound interaction.

• Time since handling last interaction (descending) prioritizes the agent who has been idle the longest since their last interaction of any type. This is the default setting.

• Time since handling last interaction or changing presence (descending) prioritizes based on the longest idle time, but resets the timer if an agent changes their presence state (e.g., toggling between Away and Ready).

Interaction distribution

Prefer last handling agent

Select or clear

Determines whether the interaction is assigned, if possible, to the previous handling agent.

Recent history — previous handling agent

Announce Target Answer Time

Select or clear

Determines whether to announce the target answer time for the call (e.g., “We aim to answer your call in about 60 seconds.”).

The target answer time is the shortest duration among all Set SLA applet targets in the interaction plan and any agreement routing targets. If none apply, no announcement is made.

The target answer time announcement plays after the First Announcement from the Queue Announcements, if a file is uploaded.

Announce Recent Answer Time

Select or clear

Determines whether to announce the recent answer time for calls routed to this UCD (e.g., “We have recently been answering calls in about 2 minutes and 20 seconds.”).

The recent answer time is the average of the last five calls of this type (or fewer if less history exists). If no previous calls exist, you can select If Recent Answer Time is unavailable, announce Target Answer Time instead.

You can select one or both of the Announce Target Answer Time and Announce Recent Answer Time check boxes.

A call’s type is defined by data, including skills tagged, targets set, and the target UCD.

This announcement plays after the target answer time announcement, if enabled. Otherwise, it plays after the First Announcement from the Queue Announcements, if a file is uploaded.

If Recent Answer Time is unavailable, announce Target Answer Time instead

Select or clear

Determines whether to announce the target answer time when no recent answer time data is available.

Breakout Time

Number

The maximum estimated wait time in seconds. If this number is exceeded, VCC routes the interaction to the breakout applet.

Leave blank for no maximum estimated wait time.

Breakouts

Breakout applet

List of available applets

The applet that VCC routes the interaction to when the estimated wait time exceeds the value in the Breakout Time field.

Play Queue Position

Select or clear

Determines whether the caller is informed of their position in the queue in an announcement.

Age Per Minute

Number

Acts as a multiplier for calls processed by the Queue - Set Priority applet.

You can enter a number greater than 1 to increase the age of calls that pass through a priority applet, moving them closer to the front of the queue. For example, if Age per Minute is set to 2, a priority call that has waited 5 minutes will have an effective age of 10 minutes.

For more information, see Queue - Set Priority (QSP) applet.

Unlimited Queue Length

Select or clear

Determines whether a queue has a maximum length. You can select this check box to allow queues of unlimited length.

Maximum Queue Length

Number

The specific limit of interactions allowed before the Next Application is triggered.

You can leave the field blank to allow unlimited queue length.

Maximum Queue Next Application

List of available applets

The applet that the call is routed to if the maximum queue length is exceeded.

Silent queue
(Don't send a notification when someone joins the queue)

Select or clear

Controls whether queue announcement messages are sent to the conversation.

If selected, the system does not send the Announcement or the Message Breakout Announcement when the user joins the queue.

Announcement

Text

Message shown to users while they are waiting in the queue.

You can include dynamic placeholders to personalize the message:

• $(QueuePositionPlaceholder) - User’s current position in the queue;

• $(TargetAnswerTimePlaceholder) - Estimated time to answer;

• $(RecentAnswerTimePlaceholder) - Average answer time for recent interactions;

Breakout Available

Lists of available options

Determines when callers can break out of the queue.

Available options are:

• Always enables the callers to use the breakout keys at any time.

• First/Second/Third Retry enables callers to use the breakout keys only after the first/second/third announcement is played.

Breakouts

Maintain position in queue if re-entering after breakout

Select or clear

Determines whether a call retains its queue position after a breakout.

If selected, a call that re-enters the same UCD applet after a breakout returns to its previous position in the queue. If the call enters a different UCD after the breakout, this setting does not apply, and the call is placed at the end of the queue.

Breakout Key Press n

List of available applets

The applet that the call is routed to if the user presses key n (1-9).

Message Breakout Announcement

Text

Instruction shown to users, explaining how they can exit the queue by selecting an available option.

Breakouts

Announcement delay

Text

Specifies the delay time before breakout messages are sent. The delay applies to all breakout options in the applet; individual delays cannot be set.

If a delay is set, breakout messages follow after the specified time. If no delay is set, the queue’s initial message and breakout messages are sent simultaneously.

Displayed in d:hh:mm:ss format. The maximum value is 2 days.

Breakout name 

Text

Keyword or phrase associated with a breakout option. Each must be unique, treating uppercase and lowercase letters as the same.

Next applet

List of available applets

Select the applet that the conversation is routed to when the user chooses the corresponding breakout option.

Data Source

Lists of available data sources

Specifies data sources that contain the names of audio files to be played at run time. If invalid or unselected, the Generic File is used instead.

• Recording and preparing audio used in applets

• Using dynamic audio in a Universal Contact Distributor (UCD) applet

Generic File

Audio (.wav) file

The fallback or standard audio file played for the announcement. If no file is uploaded, the VCC default announcement plays.

Current Position Announcement

Audio (.wav) file

The audio file used to inform the caller of their specific position in the queue.

Data Source

Lists of available data sources

Specifies the data source that contains the name of the audio file to be played at run time. If invalid or unselected, the Generic File is used.

Using dynamic audio in a Universal Contact Distributor (UCD) applet

Generic File

Audio (.wav) file

The audio file heard between announcements. Use the buttons to Choose, Delete, or Play the file. If no file is uploaded, VCC's default music is used.

Recording and preparing audio used in applets

Default

N/A

Plays the system's standard queue music for review.