Waiting queues

To keep end users waiting if all connected operators are at their maximum capacity (in simultaneous conversations) it is possible to set up a queue system. Queue configuration is done by skill, so there can be multiple queues: one per skill.

The table below is an example of a queue configured by jurisdiction. For an English-speaking operator with the “Training” competency there can be 3 end users in the queue and 6 for a French-speaking operator.