Setting up the queues for your Web SDK channel shapes your customer's experience, dictates agent assignments, and has hundreds of configuration possibilities. The first step to the configuration is to build out the structure of the queues or sub-queues and naming each. The queue names will be displayed to customers within the Web SDK.
Queues can be configured to enable specific channels (email, call, chat), the assignment of Agents and Teams to each channel, and many features can be applied at the queue level for specific customization.
Once you complete the steps, move forward to Enabling and Assigning Agents to Channels: IVR, Mobile, Web .
Enable the Web channel
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Go to Settings > Queue.
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Toggle to Onto enable setup of the IVR channel.
If toggled offwhile customers initiate W feb support, there will never be an established connection between an agent and end-user. Turning off does not disable the web SDK if it is already integrated into your website.
Add and edit queue menus
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Go to Settings > Queue.
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Click Edit / Viewto goto the editing section for queue menus within that channel.
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Click Editto add and edit queues on the IVR Menu Structure page.
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Click into the New Itemline to type in the first queue menu name. This name will be displayed to customers in the Web SDK.
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Press return/enterto create a new queue menu.
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Press return/enter + tabto create a sub-queue.
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Press shift + tabto move back if you pressed tab.
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If Mobile or IVR queues are set up, you can copy them over by clicking Copy Queue Fromin the top of the edit screen.
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Click the xnext to the queue name to delete a queue option.
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Click the grid to move queue options up or down in the list.
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Click Doneto save your new queue menus.
