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Add Queue Rules

Queue Rules adjust caller priority and agent penalty thresholds over time while a caller is waiting. Use them when you want a low-priority queue to "open up" to higher-penalty agents after callers have been waiting too long.

Before You Start

  • A queue exists.
  • You understand agent penalty: each agent has a penalty number; the queue starts only ringing agents whose penalty is at-or-below the current min/max thresholds, and rules raise those thresholds over time.

Steps

  1. Go to Group Attributes → Queue Rules.
  2. Click Add Queue Rule.
  3. Fill in:
    • Rule Name — e.g. Tier-Spillover.
    • For each step, add a line in this format: 
      N,X,Y
      • N — seconds since the caller joined.
      • X — change to min penalty (use +1 to raise, -1 to lower, or absolute number).
      • Y — change to max penalty.
    • Example — start ringing only penalty-0 agents, then expand to penalty-1 after 60 seconds, penalty-2 after 120: 
      0,0,0
60,0,1
120,0,2
  4. Click Submit.
  5. Open the Queue that should use the rule and set Queue Rules to your new rule.
  6. Click Submit on the queue, then Apply Config.

Verify

Have a caller in the queue. After the configured times, additional agents (with higher penalty) should start to ring.

Common Issues

  • No effect. The queue isn't pointed at the rule, or the queue strategy ignores penalty (e.g. ringall).
  • All agents ring immediately. Your minimums/maximums are too wide from the start. Begin tighter (e.g. 0,0,0).
  • Field syntax error. Each step on its own line, comma-separated, no spaces.