Web Chat Queue¶
This page is a reference of all web chat queue settings. If you are setting up a web chat from scratch, follow the step-by-step guide Set Up Web Chat β it covers the queue together with all the other pieces (agents, business hours, connector, embed code).
Go to Settings β Queues to set up your web chat queue. For the queue list itself β assigning agents, relations and widget schemes β see Queue Basics.
Web Chat Queue Details¶
Fill out the Unique queue number, Title, Alias 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 the Extended button in the top right corner.
| Field | Description |
|---|---|
| Advanced settings | |
| Allow description | Turn on to activate the description field as part of the activity created using this queue. Agents can enter a description of the activity. |
| Form save time | Select the time agents have to fill out and save the activity form after the interaction with the customer ends. The "Lazy" pause will automatically be set after this time runs out. |
| 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 β highest, 10 β lowest. When agents are logged in to several queues, activities from queues with a higher priority will be distributed to them first. |
| Search agent by CRM | Turn on if you want the caller to be connected to the user of the CRM contact. This setting can't be used simultaneously with the "Call last agent" option. Exclusively - activity will be distributed only to contact's agent. If available - trying to reach contact's agent in first distribution, if they are not available, distribution strategy is used next. |
| Call last agent | Turn on if you want the caller to be connected to the same agent as during their last call. Don't forget to set up Last agent hours. |
| Last agent hours | How far back (in hours) the system looks for the agent who last spoke to the caller. This parameter will only be used if Call last agent is set to Yes. |
| 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 | How activities are allocated to agents β see Distribution Strategies. |
| 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. |
| Notification email | Enter an email address where to send missed activity notifications. For emails to be sent, the chat must be routed to Terminate with this queue selected and with Disconnection cause either Not available or Outside working hours. |
| Email from customer | If the notification email should be sent as if it was from the customer's address (if the customer enters an email address). |
| Missed activities | Turn on to activate missed activity notifications which you can use to contact customers back. Set up the queues you want to use for this purpose in "Missed activity settings" below. |
| New message notification | Turn on to activate notifications for activity with new messages. |
| Idle activity notification | If an agent in another browser tab doesn't interact with an open activity for this amount of time, they receive a notification. |
| Allow html editor | Turn on to let agents write messages in an HTML editor. HTML code is sent as-is, without being interpreted. |
| Blacklist database | If you select a database, users with blacklisting rights can ban a customer in the activity of this queue. The ban will be added to the blacklist of that database. |
| Missed activity settings | |
| Missed display time | Select for how long missed activity notifications stay in Missed activities. |
| Call queue | Select the outgoing call queue you want to use to call customers back from Missed activities. |
| SMS queue | Select the SMS queue you want to use to text customers back from Missed activities. |
| Email queue | Select the email queue you want to use to email customers back from Missed activities. |
| 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. |
| Macro transport (Extended) | |
| Transports (Extended) | Set up predefined activity transfers and invites for agents using this queue. Title: enter the name that will be displayed in the transfer/invite dropdown menu. Destination: enter the phone number or queue or user number that you want to transfer to/invite. Transfer and Invite: turn on the option you want to use or both. |
| Tickets | |
| Category | Select a category that will automatically be assigned to tickets created in activities using this queue. |
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 β Everyone, Everyone in Priority Order, Least Recent and Random in Priority Order β are described with examples in Distribution Strategies.
Save your queue.
Warning
After you are done creating your Web chat queue, don't forget to make it the destination of one of your web chat connectors β usually via a time condition. You can set up the chat window design and get the HTML code to insert into your web page in the connector too. The full sequence is described in Set Up Web Chat.
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.
How to Blacklist in Webchat¶
When an agent has open the webchat activity and they want to blacklist the person, they must:
- select a blacklist status (see below), and
- save the activity.
Set Up A Blacklist For Webchats¶
- Create a blacklist database and assign it to your queue.
- Create a status and link it to the database from the previous step in the Blacklist database field in the status details.
Warning
Blacklist Limitations¶
When a blacklist status is selected, the Webchat will be hidden if the same computer and browser combination tries to contact Daktela using the webchat again. This is done by storing data in the browser's localStorage. The person you blacklist will not be blocked if they:
- Use a different PC or browser.
- Clear their local Storage (e.g. by deleting "Cookies and other site data").
- End the webchat before the agent selects the blacklist status and saves the activity.
Notes¶
Least recent activity distribution: the time of the last activity is calculated based on activities in the last 2 hours.