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Custom Queue

This page is a reference of all Custom queue settings. For what custom queues are and how to feed them via the API, see How Custom Queues Work. For the queue list itself — assigning agents, relations and widget schemes — see Queue Basics.

Go to Settings → Queues to set up a Custom queue used to distribute custom activities.

Custom Queue Details

Fill out the Unique queue number,  Title  and Description  (optional), then set up your queue. Queue Number Auto-Suggestion Daktela will automatically suggest the next available number based on previous numbers of the same queue type (including deleted ones).

Queue Field Details

Open more settings using theExtended button in the top right corner.

Field Description
Advanced settings
Max. waiting time The maximum time a customer can wait in the queue. When it runs out, the activity is routed to the next target. Time spent ringing at an agent ("Agent ring time") may be added on top.
Agent ring time Select how long the agent has to answer the activity. Activities will be routed to the next agent after this time passes.
Sleep time The delay between an activity's ringing ending at one agent ("Agent ring time" running out) and starting to ring at the next agent.
Priority Set the queue's priority for distribution of activities to agents: 0 – highest, 10 – lowest. When agents are logged in to several queues, activities from queues with a higher priority will be distributed to them first.
Automatic Pause Select if an agent that rejects or doesn't answer an activity should automatically be put on the Lazy pause.
Wrapup time The pause an agent gets after finishing an activity before the next one can be routed to them (the length of the Wrap pause).
Distribution strategy See more information below.
Multiple statuses Allow or disallow users to set multiple statuses for activities using this queue.
Tab autofocus Turn on to automatically open the tab with the activity.
Macro links (Extended )
Links (Extended ) Set up an external URL, e.g. a customer card, that can be opened when using this queue. Name:  enter the button label that appears when multiple addresses are set up. URL:  enter an external URL address. You can use wildcards that will automatically be replaced with current values (all activity properties are available, e.g. {{user.title}} is the title of the user assigned to the activity). Open:  enable to automatically open the external URL when an agent accepts an activity using this queue. Unique:  when an agent has multiple activities in this queue open at the same time, enable to open each external URL in a separate new window. Disable to open in the same window. Popup:  enable to open the external URL in a popup window instead of a new tab. Set up the width and height of the popup window.

Distribution Strategy

The distribution strategy you select determines how activities that use the queue will be allocated to your agents, taking into account each agent's priority in the queue. The four strategies — Everyone, Everyone in Priority Order, Least Recent and Random in Priority Order — are described with examples in Distribution Strategies.

Save your queue.

Tip

Don't forget to set up:

  • which Agents can use the queue.
  • the queue's relations.
  • the queue's widget scheme. See Queue Basics for instructions.

Warning

Custom activities can only be created via the Daktela API using a POST request at the endpoint /api/v6/activities with the payload:

{"type" : "CUSTOM"}
To distribute the activity in a custom queue, the API request must contain either:

  • the queue's unique name, e.g.

{"queue" : "869980"}
You can find the queue's unique name by opening it in the web app –  the name will be displayed in the address in the browser's address bar, e.g. yourpbx.daktela.com/manage/queues/custom/update/869980 or

  • a Custom record type's unique name, e.g.

{"record_type" : "types_60fa7c3025547213196671"}
The Custom record type must also be linked with the queue. You can find the custom record type's unique name by opening it in the web app – the name will be displayed in the address in the browser's address bar, e.g. yourpbx.daktela.com/manage/recordTypes/update/types_60fa7c3025547213196671 You can also fill your Custom record type's custom fields via an API request with the payload:

"customFields": {"customFieldName": ["value"]}

e.g.

"customFields": {"email": ["daktela@daktela.com"]}

Notes

Least recent activity distribution : the time of the last activity is calculated based on activities in the last 2 hours.