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Queue Scheduling Policy

The Queue Scheduling functionality is for automatically turning ON and OFF different queues at the predefined day and time. For that, manager has to create a "Queue Scheduling Policy" in Advanced Admin and attach that policy to an existing queue or a set of queues.

The Queue Scheduling is handy at the end of the shift when all the operators for a team and queue go offline and the queue can be closed automatically.

Here is a step by step guide how to set up a Queue Scheduling Policy and attach it to an existing queue:

1. Manager navigates to Advanced Admin --> OmniQ --> Settings --> Edit Policies --> Add Policy

Following scheduling view is displayed:

Screenshot_2018-12-07_at_15.04.29.png

2. Name your policy, add a small description and choose the correct time Zone.

3. Select the preferred weekday(s) and the time period you wish to apply the policy. Please note that you may create several rules under one policy:

Screenshot_2018-12-07_at_17.16.45.png

4. When the policy configuration is all set up, hit Save.

5. In order to make the newly created policy active, it has to be attached to an existing queue or set of queues. For that, navigate to OmniQ tab and click edit on the queue to which you wish to apply the policy scheduling rules.

Screenshot_2018-12-07_at_17.26.13.png

6. Under "Queue Scheduling Policy" settings, select from the drop down menu the policy you wish to apply to that queue. You may have only one policy selected per one queue.

7. Once you have selected the preferred scheduling policy to your queue, hit Save.

 

What happens when Manager opens or closes the queues manually?

! Queues can always be closed and opened manually by using the Open/Close toggle after queue name. Note that manual queue closing overrules the policy settings!

User case example 1:

  • Policy is set to open queue at 9AM and close it at 5PM every day 
  • Policy is assigned to queue Q
  • Manager closes queue manually at 10AM
  • Queue remains closed until Systems opens queue at 9AM the next day

User case example 2:

  • Policy is set to open queue at 9AM and close it at 5PM every day 
  • Policy is assigned to queue Q
  • Manager opens queue manually at 8AM
  • Queue remains open until System closes queue at 5PM the same day

User case example 3:

  • Policy is set to open queue at 9AM and close it at 5 PM every day 
  • Policy is assigned to queue Q
  • Manager opens queue manually at 6PM
  • Queue remains open until System closes queue at 5PM the next day
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