Administer Connect Support queues

You can define the support agents, default messages, schedule, and escalation path for each Connect Support queue.

Before you begin

Role required: admin

About this task

Note: Both Connect Support queues and legacy chat queues are stored on the Chat Queue [chat_queue] table. Connect and legacy chat should not be used concurrently.

Procedure

  1. Navigate to Collaborate > Queues.
  2. Click New or open an existing queue from the list.
  3. Complete the Chat Queue form, as appropriate.
    Table 1. Chat Queue form
    Field Description
    Name Name of the queue.
    Active Not used in Connect.
    Assignment group User group that contains the support staff for the queue. Any user in the group can view the queue in the Connect sidebar and accept chats. No other users can access the queue. This field must be populated.
    Average wait time Average time it takes for an agent to accept a chat in the queue. This value is automatically calculated. Do not manually edit.
    Confirm problem Not used in Connect.
    Escalate to Different queue to which an agent can escalate a chat. For example, there is a queue for high priority support chats. When a queue is defined in this field, agents can access the Escalate option in conversations.
    Initial agent response Message that users see when an agent accepts their chat. For example, Thank you for contacting support. We are looking into your question now and will be with you shortly.
    Not available Message that users see when they attempt to start a chat outside the defined queue Schedule. You can use HTML to format the message and include links or media.
    Question Initial phrase that users see when they start a new chat in the queue. For example, How can I help you?
    Schedule Schedule that defines when the queue is available. Leave the field blank to make the queue available all the time. Users cannot start a new conversation in the queue outside the schedule hours.
  4. To review conversations associated with the queue, add the Chat Queue Entries related list and review the records for the following information.
    OptionDescription
    How long the user waited and the result Review information in the State and Wait time columns.
    Who is actively helping employees in the queue Review the names of agents in the Assigned to column.