Similar to that of voice calls, managing chat queues can be accomplished in two primary ways: either through the Interactive Chat Response (ICR) configured to the campaign or through the Skill configured to the campaign.

Skill

In the queue management domain, skill configuration proves highly beneficial with the following settings available on the skill configuration page.

Queue size

The Queue Size field on the Skill Configuration page specifies the maximum number of customers who can wait to be connected to the next available agent. This parameter is entirely customizable based on your account's requirements and preferences.

Queue Timeout

The Queue Timeout field on the Skill Configuration page determines the duration that a customer can wait in the queue. Once this queue time limit is exceeded, the redirection of the customer can be defined using the Fallback Rule field.

Fallback rule

Below are the fallback options that can be configured on the Skill configuration.

Dial-out
Disconnect
Voice mail
Skill
IVR, If it's an ICR add the ICR flow.

For a deeper understanding of Skill configuration, including Queue Time and Fallback Rules, refer to the dedicated Skill configuration article.

Reports

The Skill Productivity Report provides insights into the call/chat flow for all skills configured within the account.

IVR

The ICR can be used as a customizable mechanism for managing call queues within campaigns. By configuring the ICR, you can define automated menus and routing options that guide callers through the queue based on their input or selections. One of the ICR options that governs the queue is the CC Transfer node.

Transfer node

Within the transfer node of the ICR design, you'll encounter the Agent ID and Skill transfer options. The call can be automatically transferred to a skill according to the configuration.