Set up queue timer profiles

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Queue timer profiles determine time-related queue settings, for example wrapup time.

You set up queue timer profiles separately from the actual queue setup. Then you can refer to the queue timer profile from the configuration of each queue that should use it. The benefit of that is that you can reuse a queue timer profile across many queues, so that you don't have to specify the same settings again and again if you set up multiple queues that should have similar settings.

This is how you set up a queue timer profile:

1. Log in to your Novus Configuration Manager, and, in the Contact center and PBX configuration section, select Queue timers.

2. Click Create new, or click Edit next to the name of an existing queue timer profile.

3. Specify these settings:

   • Wrapup time: Wrapup is a short amount of time that agents can get after they've handled a call, so that they have time to finish paperwork, etc. before they get the next call.

     On agent timer profiles, you can specify a wrapup time override that can give agents, who have the agent time profile assigned, a longer wrapup time.

   • Inquiry offer timeout: Determines how long to offer a call to an agent before considering the agent to be not available and automatically setting the agent's status to this. Only relevant if agents work in offer distribution mode in the Web Agent or in offer distribution mode in Zylinc Mobile for Novus.

   • Private queue timeout: If an agent transfers a call to another agent, the call will be put in the receiving agent's virtual private queue while it waits for the receiving agent to answer. This setting determines how long a call transferred from one agent to another agent can remain in the receiving agent's virtual private queue before the call is released to the public queue, so that other agents can also handle it.

   • Returned inquiry private queue timeout: If an agent unsuccessfully transfers a call, the returned call will be put in the agent's virtual private queue, so that the agent can handle the call again. This setting determines how log a returned call can remain in an agent's virtual private queue before the call is released to the public queue, so that other agents can also handle it.

4. When you're ready, click Save.

You now have a queue timer profile that you can refer to when you set up queues. A single queue timer profile may well be all that you need, but remember that you can set up multiple queue timer profiles if required.

Related: Set up queues

Related: Set up agent timer profiles