Edit queue properties

Queue properties you can change include the queue name, description, the request timeout and offer timeout limits, queue agents, the dispatcher algorithm, and the queue overflow policy.

To edit workgroup properties:

1. Click the Live Assistant tab.

2. In the Workgroup Summary screen, click the name of the desired workgroup.

3. In the sidebar pane under Workgroup Settings, click Queues.

4. In the Workgroup Queues screen, click the name of the desired queue.

5. To rename the queue, enter a new name in the Name field.

6. To change the queue's description, enter a new description in the Description field.

7. To set a custom request timeout for this queue, select the Custom value option and then enter a number of seconds in the field provided.

8. To set a custom timeout for agents to accept a request offer, select the Custom value option and then enter the number of seconds in the field provided.

9. If desired, add agents and agent groups to this queue.

10. To set a dispatcher algorithm, in the Dispatcher Settings section, select an algorithm from the drop-down list.

11. If desired, change the queue overflow policy.

12. When finished, click the Save Settings button at the bottom of the screen.