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- Maximum Waiting Time – Designates what is too long for a request to wait in queue. When this time expires, both the CCA display and the Monitoring screen will change the font color of that queue to red as a visual alert. Enter time in 24-hour format (hh:mm:ss). Times for email queues can be written as (d.hh:mm:ss) where d = days. The variable is also used to trigger dequeuing function if Dequeue Enabled is set to Yes.
- Active Schedule – This column appears if the Working Hours by Schedules is enabled. Once a schedule is assigned to a queue, a link to the schedule appears in the Active Schedule column alongside the corresponding queue. Click on the link to open the schedule; you can click through each day to see the scheduled working hours and make any changes to the schedule.
- Options – Opens an Options for queue page where queue settings can be defined. For further information on queue settings see Chat Queue Options and Voice Queue Options.
Click Manage Alerts, located at the top of the Configured Queues table, to open the Queues Alerts window. See Manage Alert Settings for further information.
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