On the Basic Data tab, you specify how many conversations may wait in the queue of a skill and for how long, and you turn on functions for the whole skill.
| Setting | Effect | Default |
|---|---|---|
| Pick | Agents may take over waiting conversations of this skill themselves. For this, they also need the Pick permission in their profile. | off |
| Force feed conversations | Delivered emails, faxes, chats and voicemails stay with the agent until they accept or reject them — without a signaling time. The switch has no effect on calls; the agent’s profile determines whether calls are accepted automatically. | off |
| Max conversations waiting | If this many conversations of the same channel are already waiting, the next one gets the state Too many waiting. 0 means unlimited. | 0 |
| Number of max waiting conversations in % of logged in agents | The limit above then counts as a percentage of the logged-in agents who are qualified for the channel — at least one conversation. | off |
| Wait time threshold | If the sum of the wait times of all waiting conversations of the same channel exceeds this value, the next one gets the state Too long waiting. 0 turns the limit off. | 0 |
| Maximum wait time | If a call, a dial-in or a chat waits longer, it gets the state Timeout. 0 means unlimited. The limit does not apply to emails, faxes, voicemails and callbacks. | 0 |
| Keep conversations alive | When the skill closes, conversations that are already waiting or connected continue to be served. When the switch is off, they get the corresponding closed state when the skill closes. | on |
| Realtime translation | Agents without the conversation’s language are responsible as well; myContactCenter translates calls and emails. See below. | off |
| Belongs to routing group | combines skills for the distribution strategy, see Routing groups | - |
When a limit is reached
The queue limits do not decide themselves what happens to a conversation; they give it a state. What the customer then experiences is determined by the flow with the Queue Exit Event node. It has one exit per reason:
| Exit | Reason |
|---|---|
| Timeout | Maximum wait time reached |
| Too many waiting | Max conversations waiting reached |
| Too long waiting | Wait time threshold exceeded |
| Manually closed, Out of business hours, Holiday closed | The skill is closed, see Business hours and holidays. |
| No agent logged in | Nobody is logged in for the conversation. |
At these exits, a flow typically offers a callback or a voicemail, or plays an announcement, see Queue Exit Event. Calls, chats and voicemails in one of these states are not distributed to agents. The server still queues emails and faxes; they wait until an agent is free.
Real-time translation
With Realtime translation, agents who do not speak the conversation’s language also become responsible for conversations of this skill.
- Calls: If agent and customer speak different languages, myContactCenter translates the conversation in both directions.
- Emails: The agent reads an incoming email in their best language, with a notice that it was translated automatically. Their reply is translated into the customer’s language when it is sent — unless the agent speaks the conversation’s language at least at the Minimum language level of the distribution scheme. The Translation tab determines what the translated reply looks like, see Email system.
- Chats are not translated.
Translation requires the AI key for Microsoft Azure in the server configuration.