Setup Queue Group

What is a Queue?

A Queue is a group of team members who handle specific types of customer conversations. Queues help route incoming messages to the right teams based on their expertise, availability, and language preferences. This ensures that customers get quick and accurate support.

Why Use a Queue?

Queues are essential when your business handles customer inquiries across multiple countries, languages, and support topics. By creating separate queues, you can:

• Assign customer conversations to the appropriate teams.

• Improve response times and customer satisfaction.

• Automate the assignment of cases based on agent availability.

• Organize your support workflow efficiently.

How to Create a Queue

Follow these steps to create a queue in klink.cloud:

Step 1: Access Queue Settings

1. Go to the Settings section in your klink.cloud dashboard.

2. Click on Queue Settings.

Step 2: Create a New Queue

1. Click on the Create Queue button.

2. Enter a Queue Name that represents the type of support, such as:

   • Tech Support Queue

   • Sales Inquiry Queue

   • Thailand Support Queue

Step 3: Assign a Queue Manager

1. Select the Queue Manager from your team. This person will oversee and manage the queue.

2. The manager will be able to monitor performance, adjust settings, and manage team members.

Step 4: Add Team Members

1. Select the team members (agents) who will handle the conversations assigned to this queue.

2. You can assign multiple agents to a queue.

Step 5: Configure Assignment Rules

1. Automatic Assignment: The system will automatically assign cases to agents based on their availability.

2. Max Cases per Agent: Set a limit on how many cases an agent can handle simultaneously. For example:

   • Set 15 as the maximum number of cases per agent.

1. Case Assignment Distribution Strategy

   The Distribution Strategy determines how agent cases are assigned based on different allocation methods. Users can select from the following three strategies:

   1. Round Robin (Default Selection)

      • Cases are distributed evenly among all available agents in a sequential manner.

      • This ensures a balanced workload for each agent.

   2. Fewest Assignments

      • The case is assigned to the agent with the fewest active cases.

      • This strategy helps maintain workload efficiency by prioritizing agents with lower assignments.

   3. Random

      • Cases are assigned randomly to any available agent.

      • This method provides an unpredictable but fair distribution of cases.

Step 6: Save Your Queue

1. Click Create Queue to save your settings.

2. Your queue is now ready to handle incoming conversations.

Example Use Cases

Queue Name	Purpose	Assigned Team
Tech Support Queue	Handles technical issues and troubleshooting	Tech Support Team
Sales Inquiry Queue	Handles sales-related inquiries like pricing and demos	Sales Team
Thailand Support Queue	Handles customer support for Thai-speaking customers	Thailand Support Team

How Queues Work with Workflows

Once you create a queue, you can set up a Workflow Automation to route incoming messages to the appropriate queue. For example:

• Route messages from Thai-speaking customers to the Thailand Support Queue.

• Route technical questions to the Tech Support Queue.

• Route pricing inquiries to the Sales Inquiry Queue.

Benefits of Using Queues

• Faster Response Times: Customers get help from the right team quickly.

• Efficient Team Management: Assign cases based on agent availability.

• Specialized Support: Each team focuses on their area of expertise.

• Better Organization: Easily track and manage different types of inquiries.

Need Help?

If you need assistance setting up queues or configuring workflows, reach out to our support team anytime.

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Start organizing your customer support today by creating your first queue in klink.cloud!