Genesys CTI User Forum > Genesys CTI Technical Discussion

How to implement virtual queues

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scott:
Hi, all.

I would like to seek a confirmation on how to implement virtual queues in Genesys.

Is it correct to say that virtual queues is actually implemented by using skillsased routing?

For example, a virtual queue could be created by queuing the calls to all agents with English skill > 5. Is this what Genesys means by virtual queue???

Thanks to anybody who helps.

Scott

vic:
Scott,

think of a virtual queue as a normal queue you would have in a PBX, except for one thing it only exists within Genesys.

It is my understanding that Virtual Queues are managed by IR. Virtual queues are used in an IR strategy when you want to:
collect statistics in regards to the call flow
need to place a call somewhere, while it is waiting for the next available operator

Do you remember ListTarget object in IR strategy? This is where you specify the name of virtual queue. When you will place some targets under it, call will have to go through that queue in order to get to your target. Your target can be a skill, agent, place, or some really abstract object which no one really uses. So, it is not only for skillased routing. :)

Just think of a virtual queue as a terminal in a airport, and imagine calls are just an average Joe, who is going to Atlanta, for example.
Everyone must pass through the terminal before boarding the plane. You can count the number of people walking in, walking out, number of people waiting, and so on. People in that terminal can wait, while listening to the really annoying announcements as well.
Does it help?
Vic

mboertien:
Plus it also allows a call centre manager to see all the calls that are waiting for a specific target (skill, agent group)within CCPulse, if you are using more routingpoints. So they don't have to open statistics for each of the routingpoints, but just for a specific (virtual) queue.
So they get a better overview.

cumi:
If you have a singlesite configuration, you don't need virtual queues. In this case you can report (real ime and historical) everything on simple routingpoints.(Maybe also on ACD Queues)

In multisite call centres you have to build in to the VRQs into your strategies and report on virtual queues (because of the Distributed and Answered values).

mboertien:
I don't agree with that, we have a single tenant environment and virtual queues are quite useful for reporting to which skill calls are going.....

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