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
Go to Settings > Queue.
Toggle to On to enable setup of the IVR channel.
If toggled off while 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
Go to Settings > Queue.
Click Edit / View to goto the editing section for queue menus within that channel.
Click Edit to add and edit queues on the IVR Menu Structure page.
Click into the New Item line to type in the first queue menu name. This name will be displayed to customers in the Web SDK.
Press return/enter to create a new queue menu.
Press return/enter + tab to create a sub-queue.
Press shift + tab to move back if you pressed tab.
If Mobile or IVR queues are set up, you can copy them over by clicking Copy Queue From in the top of the edit screen.
Click the x next to the queue name to delete a queue option.
Click the grid to move queue options up or down in the list.
Click Done to save your new queue menus.