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Administrator Guide

Admin Guide to setting up ACD Pro Queues


ACD Queues Pro - Admin Guide

If you are upgrading to ACD Queues Pro from ACD Queues, you do NOT need to setup your queues again. There are, however, additional options with ACD Queues Pro to consider implementing



Creating a Queue

  1. Click the Queues icon
  1. Click on “Add New Queue” in the upper right to add a queue. Please note that each queue is charged on a monthly basis. Please contact us if you need help reviewing your plan.
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  1. First, name your queue.
  1. You will be given the option to add a number directly to the queue by buying a new number or by selecting the number from your spare numbers list. You may instead choose to assign your queue an extension number.
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  1. To make sure that you are not using a current extension number on your account when opting to use an extension number, you’ll be given the following search screen to see what is available. Once you have a good extension number click “select extension”.
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  1. After you have named the queue and assigned it a number or extension, click Next at the bottom of the page.

Basic Behavior:

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  1. Select the Routing Strategy you wish to use and click Next at the bottom of the page.
  • Most Idle: This rings to the agent who has not answered a call in the longest amount of time.
  • Least Calls Handled - Offers call to the agent with the least amount of answered calls. If that number is equal to another agent’s, round robin behavior initiates between those agents.
  • Least Offers - Adds an agent’s answered + missed calls, and chooses the agent with the smallest number. If one or more agents have the same number, round robin behavior initiates between those users.
  • Round Robin - Equally distribute the calls among all agents assigned to the queue in a “circular” pattern
  • Skills Based (Strict) - Calls are distributed to agents who have the proper skills assigned to their user. If there are no agents with the necessary skills assigned, the call will route to the next action.
  • Skills Based (Loose) - Calls are distributed to agents who have the proper skills assigned to their user. If there are no agents with the necessary skills assigned, the call will route to the next available agent.

Hold Treatment:

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  1. The Hold Treatment page allows you to configure the experience flow your callers have while waiting to connect to an agent.
    1. Announce Position: The system will announce the inbound callers position in the queue
    2. Announce Wait: The system will announce expected wait time
    3. Pause: Will pause / enter silence measured in seconds
    4. Play Media File: You can select any media file you have on your system or upload a new media file to play back while the caller is on hold.
      1. Media Files should be in the following format for uploading:
        1. 1MB File size
        2. Wav/MP3 (MP3 recommended for file size)
  1. Customize your hold flow by selecting the action(s) you’d like to play, in order, and specifying the details for each where necessary (like selecting media files or setting the number of seconds to pause). You can have multiple instances of each action option.
  1. When you are done, click Next at the bottom of the page.

Agent Behavior:


Member Assignment:

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  1. On the Member Assignment page, you will be able to assign agents to the queue you just created. First, click on the names of the agents you want to assign to the queue and then click the Assign to Queue button.
  1. You may also make a person an Agent Manager on this page by clicking on their name and choosing Manager from the dropdown menu.
  1. When you are done, click on Next at the bottom of the page.

Review Configuration:

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  1. On the Review + Confirm page you’ll be given an overview of all queue settings before setting them live. Please note that you can download or preview this review using the links in the upper right.
  1. You can click on the pen icon next to any section to edit that section’s settings.
  1. If you are satisfied with the queue settings click Create Queue.

Adding ACD Queue Pro Members (Agents)

Please note that there are three different levels of access inside ACD Queues Pro:

  • Agents:
    • Have access to the queues
    • Receive calls in queues they are assigned in
  • Agent Managers:
    • Can access queues
    • Receive calls in queues they are assigned in
    • Adjust settings of a queue they are a manager of
    • Eavesdrop/Whisper/Barge on a call
  • System admins:
    • All that an Agent Manager can access
    • Create/delete queues
    • Modify any queue
    • Access Performance
    • Can manage members
  1. After logging in to your Dash account, click on the menu icon.
  1. Click on ACD Queues Pro.
  1. On the left hand side you will see 3 icons:
      • Queues
      • Performance
      • Members
  1. Click on the Members icon to manage which users will have access to ACD Queues.
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  1. Here you will see the list of users on your account who can be assigned to the queues. Select which users you want to enable as ACD Queue agents by selecting the users from the left column, and clicking the “Add as Members” option.
  1. This list on the right are the users who have already been assigned as agents. You can select them from the right column, and click “Remove Members” if you want to remove their queue access.

Managing an Existing Queue

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  1. Navigate to the dropdown menu in the top right - select “ACD Queues Pro”
  1. Click on the name of the queue you wish to manage
  1. Click on the gear icon on the far right
  1. Select Edit Queue Settings, alternatively you may also select Delete Queue to delete this queue from your system.
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  1. You’ll be shown the review screen for your current settings. Click on the pen icon next to the section you wish to adjust
  1. Alternatively, in the left hand menu click on the name of section you wish to change.
  1. When you are done, click on Review+Confirm on the left menu
  1. Click on Update Queue at the bottom right of the page.

Managing Members

  1. Start by clicking on the Members icon.
  1. Here you’ll see a list of agents available to be in your queues. You’ll see their name, their session duration, number of assigned queues, and whether Call Recording is enabled. If Call Recording is enabled on this page, then the agent’s outbound calls will be recorded as well as any inbound calls they receive to the queue.


  1. Click on the Performance icon
  1. Select a queue and an agent using the dropdowns to see a breakdown of the agents performance for this session. Currently you can only select the Current Session for the Duration, but we’ll be expanding this soon.
  1. You can also add additional rows to show another multiple performance reports at once.

Queues Page Overview

  1. Calls in Queue will show you the calls currently waiting in the queue.
  1. Members will show you the status of your agents in the queue.
  1. Activity Logs will show the specific actions that agents have done in the previous hour.

Eavesdrop, Whisper, and Barge:

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System Admins and Agent Managers will have the option to Eavesdrop, Whisper, or Barge into an existing call.

  1. Eavesdrop: Allows an agent manager to listen in on a queue call.
  1. Whisper: Allows a manager to coach/help an agent without the inbound callers being able to hear.
  1. Barge: Allows a manager to actively join a call so that both the agent and the inbound caller can hear the manager, like a 3-way call.
    1. Please note while on a barged call, if the agent ends the call the call ends for everyone. So if the agent manager needs to continue speaking with the customer without the agent, the agent will need to transfer the call to the Agent Manager.

  1. To end Eavesdropping, barging or whispering click on the hangup icon at the bottom of the screen.
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