Queue management

Managing queues, queue groups, calendars, schedules, prompts, prompt files, skills, and reply templates and folders

In queue management, you manage the following:

• Queues

• Queue groups

• Calendars

• Schedules

• Prompts

• Prompt files

• Skills

• Reply templates and folders

The queue settings that are marked with an asterisk (*) are typically defined in the channel settings or in the system services. When you place the cursor on the field name, a tooltip displays the value that has been entered at the channel or system service level. An empty field or the option Not Defined in the queue settings means that it follows the channel or system service setting. If you define the value for a queue, it overwrites the higher-level setting for the specific queue.