Set up queues

Kun slutbruger-hjælpen er for tiden oversat til dansk. Hjælp til installation og administration af Zylinc-løsninger er for tiden på engelsk.

Dette emne er fortrinsvis for administratorer og/eller folk som bestyrer en Zylinc-løsning

Queues are useful when you expect to get so many inquiries that you won't be able to handle all of them immediately. When that's the case, you need a place for inquirers to wait their turn until you're able to handle their inquiries: a queue.

On a Zylinc solution, the most common type of queue is for phone inquiries (often called a voice queue), but you can equally well set up queues for chat or e-mail inquiries.

Even though Zylinc queues are virtual, a queue on a Zylinc solution works very much like a real-life queue, and it can reflect all of the dynamics that characterize real-life queues. For example, you can automatically:

• Offer fast lanes for important people

• Offer dedicated queues for people who have particular types of inquiries or speak particular languages

• Move people from one queue to another, and credit them on the new queue for the time that they've waited in the old queue

• Inform people about their queue positions and estimated waiting times

• Add more staff to queues as required

• Prioritize which staff members work on queues

• Offer self-service as an alternative to queueing

So, queues are more than just simple waiting lines. You can use them for two main purposes:

• To receive inquiries
• To control how inquiries flow through your Zylinc solution