Queue groups, VoiceHub

This is optional function, which is not enabled by default. Please ask your supervisor or Enreach support for enabling this.

Queue group management is done on VoiceHub or Voice for Windows while any created queue groups are displayed on VoiceHub, Voice for Windows, and Voice for Android and iOS.

Basic functions

With queue groups, any number of queue groups can be created and queues grouped under them. Groups can be created, for example, per business unit or area. This allows the users to see which queues belong to which group and therefore offers a more logical structure to queues.

Clicking on a queue group expands or minimizes the whole group to hide the queues that are not needed, and making the queue list easier to handle.

Each queue group displays the group name and number of queues under it.

If a queue doesn’t belong to any group then it’s listed under a group Ungrouped below all other groups.

Open

1. Manage groups - Queue group management: create, edit and remove queue groups

2. Group name - The name given to the group

3. Number of queues in a group - Visible also when groups are collapsed or expanded

4. Collapse / Expand all groups - Collapses or expands all queue groups in the view

5. Group users - Activate or deactivate users in a group’s service queues. See below.

Creating and editing groups

Please note: Queue groups are not personal. They are shared across the whole organization. Any changes to groups are immediately visible to all users of the organization.

Groups can be managed by clicking on the Manage groups button under Queues view. See the screenshot above.

A new view with all groups is opened:

Open

From the above view you can edit, delete, and create queue groups. All changes are visible to all users.

Create a new group

1. Click the New group button

2. Give a name for the group

3. Select the service queues

4. Click the Create button to create the new group

Edit a group

1. Go to Queue group management

2. Click the group name

3. Change the name or queues of the group

4. Click Save to apply changes

Delete group

1. Go to Queue group management

2. Click on the red trashcan symbol on the group you want to delete

3. A confirmation dialog pops up to ensure that you are deleting the right group.

Queues in the selected group are not removed from the system but are simply ungrouped. If those queues are not in any other group, they then appear under the queue group Ungrouped.

Please note:

• Service queues can belong to several groups at same time

• Groups without queues are not displayed to the users

Changing group users' activity

Click on the Queues view, and then select Group users link with the group you want:

A new view is opened where all the users in the group’s queues are listed. The users on the list are members in one or more of the queues of this group but not necessarily all of them.

This view can be used to quickly activate or deactivate users in the group. Users are activated only in the queues where they are members. They are not added to queues here.

Above, the checkboxes have three states:

1. Unselected = User is not active in any of the queues of this group.

2. Selected = User is active in all the group’s queues they are a member of.

3. Indeterminate = User is active in one or more queues of this group, but not in all of the group’s queues they are a member of.