Queues

Next to delivering incoming chat messages into a Microsoft Teams channel, you can also route them into a queue. The chat then will be placed into a visual queue in the native ROGER365.io app for Teams.

• This functionality is only available in the Enterprise subscription.
• Before configuring a queue, make sure you have configured the basic integration. In other words: messages must already be delivered into a Microsoft Teams channel.
• Make sure you have enabled the option ‘Save transcripts’ on the inbound TouchPoint (Webchat, Whatsapp etc.)

Each Voice or Social Queue consumes one license from the Queue license pool. Creating a Social Queue also counts toward the total license limit.

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Configuration

• Add a queue by clicking [+ Add Social Queue]  on the right top of the screen
• Enter a name for the queue, for example ‘SalesSupport’
• Click Save

Then reopen the queue by clicking the blue edit icon, next to the new created queue:

• PowerFrame URLs: You can configure a Power Frame URLs. These URLs are triggered on the Agent App when a new chat is offered to an agent, according to set Label you will be able to distinguish which Powerframe is currently used. You can include variables from the CRM Connector. For example: https://app.yourapp.com/index.html?contactid={SourceId} or https://app.yourapp.com/index.html?contactid={PhoneNumber0}
  • Note: If you are using Microsoft PowerApps, then embedding an application is not supported by Microsoft (https://docs.microsoft.com/en-us/powerapps/maker/canvas-apps/limits-and-config#embedding-limits-for-canvas-apps). The workaround would be to open the ROGER365.io application in Teams in your browser via this url: https://teams.microsoft.com/
• Use Auto Assignment: When enabled, the system automatically assigns incoming messages based on agent order to agents signed into the Social Queue with a status other than Off Work. This feature assigns social conversations to agents using a round-robin routing method.
  • Note: For the better experience, it is advised to enable “Notify assignment changes” option on the Teams TouchPoint level. This option will notify about social conversation assigned to the agent.

• Statistics: Select the timezone to determine midnight to reset the statistics on top of the Agent App.
• Microsoft Teams Endpoints: These are the EndPoints (channels) from where incoming chat conversations are shown in the queue. You can select multiple Teams Endpoints for example if you have configured a separate channel for WhatsApp and Webchat. By selecting both Endpoints all conversations will visually be placed in 1 queue.
• The Shift Sync feature integrates the Microsoft Teams Shifts application with Formal Agents of a Social Queue. For more information, see the Shift Synchronization documentation.
  
  • Turn on the “Enabled” switch.
  • Select the Team you own in Microsoft Teams.
  • Select the previously created Scheduling Group in the Microsoft Teams Shifts application
  • Save the queue configuration and click "Sync Now" to apply the changes.
• You can enable the Service Level feature for your queue, which measures the efficiency and responsiveness to incoming conversations within a specified service level threshold.
  • Set the maximum number of seconds within which a service should be provided to a conversation in the Social Queue.
  • Set the Threshold Percentage, which is a performance indicator showing the ratio of conversations handled within the specified time frame to the total number of conversations processed during that period.
  • If the Threshold Percentage score exceeds the set value, it will be displayed as a green icon on the Supervisor page. If it falls below the set value, it will appear as a red icon.
• Configuration of a Teams Endpoints: You can configure the priority per endpoint. For example you can assign a Webchat channel with priotity 1 and WhatsApp with priority 2. Then webchat conversation will be placed above WhatsApp conversations. Per Endpoint you can also assign an icon which will become visible in the Agent UI.
• Agents: The agents who a added as a member in Microsoft Teams to the channel are shown here. If “Use Auto Assignment” feature is enabled, you can rearrange agent order by dragging agents within the list when the cursor changes to ✥.
  • Check the box if you want this agent to be a formal agent:
    • Formal: an agent is able to login and logout of a queue
    • Informal: an agent is always logged in this queue, and is not able to logout
  • Note: Signing out from the queue will hide every conversation from ROGER365.io app for Teams.
• Supervisors: Click + Add Supervisor to insert supervisors for this queue (remind that if you have enabled role-based access, a supervisor also must have the correct Azure role. Find the documentation for this here).
  • The option ‘AgentUpdate Allowed’ give the right to change the status of an agent and Log them in or out a queue.