Queue Setting (Beta)

Queue Setting - Beta VersionRelease We are excited to announce the beta release of the Queue Setting feature. This new feature allows admins to efficiently manage and distribute customer inquiries to the appropriate agents. Key Features:

1. Queue Setting Navigation:

• Easily navigate to the Queue Setting page from the settings section.

1. View Created Queue Settings:

• Display a comprehensive table with columns for queue name, description, queue managers, queue agents, and max assign limits.

1. Add New Queue Setting:

• Create new queue settings with fields for queue name, description, queue managers, queue agents, assign strategy, and max assign cases.

1. Edit Existing Queue Settings:

• Modify existing queue settings including queue name, description, queue managers, queue agents, and max assign cases.

1. Duplicate Queue Settings:

• Quickly duplicate existing queue settings with pre-filled original data.

1. Delete Queue Settings:

• Delete queue settings with a confirmation prompt to ensure no accidental deletions.

1. Workflow Automation Integration:

• Integrate queue settings with workflow automation for auto-assigning customer messages to agents.

1. Queue-Inbound Message and Auto-Assign Backend Process:

• Automatically distribute customer messages based on the current active cases of queue agents.

1. Message Inbox UI for Queue Managers and Agents:

• Queue Managers can view and manage chat rooms in "Unassigned," "Mine," and "Other" folders.

• Queue Agents can view chat rooms specifically assigned to them.

Enhanced Business Hour feature Functionality:

• The Business Hours module now allows users to create custom business hour profiles without the need for a channel input.

Enhanced SLA Setting feature Functionality:

• The SLA settings have also been updated to use the business hour profile directly, rather than a true/false flag

Enhanced Workflow Automation Setting feature Functionality:

• The workflow automation feature has been enhanced to integrate with the new queue sitting module. The queue sitting module allows users to create queues and assign agents to those queues. When a customer message comes in, the workflow automation can now automatically assign the chat to an agent in the appropriate queue based on the configured distribution strategy, such as round-robin.