A Virtual Queue is a virtual device, created and maintained by the switch, with activity identical to an ACD Queue.

Jan 23, 2018 · Configuration settings on the ICON Application object, the virtual queue DN object, and the Switch object enable you to manipulate virtual queue monitoring in the following ways: Change the storage mode of Interaction Concentrator. Disable monitoring and data storage for a particular virtual queue.

Jul 20, 2018 · Monitor virtual queue objects that are configured in the contact center and that are used for routing purposes. The related data is provided to Interaction Concentrator by Universal Routing Server (URS) through T-Server. Store, as separate records in a special table in IDB, associations between virtual queues and interactions that are being queued.

Jul 30, 2020 · Virtual Queue Also known as a VQ. A virtual device that is created and maintained by a Computer-Telephony Integration (CTI) installation, and whose behavior is identical to that of a Routing Point.

Queues are the “waiting lines” of interactions. Agents select the On Queue status to enter their predefined queues. Contact center queue settings include creating and managing queues for voice and chat channels for the entire organization. Membership is limited to 5000 members per queue. Each queue name must be unique.

Feb 12, 2022 · In Genesys software, virtual queues can achieve greater call detail in real-time and historical reporting. What is a Virtual Queue? In Genesys, a virtual queue is a logical queue that represents an internal queue.

A Virtual Queue is a virtual device, created and maintained by the switch, with activity identical to an ACD Queue.

Sep 22, 2017 · Route to DN and Put to Virtual Queue. The following SCXML strategy routes an interaction to a DN and puts the interaction into a virtual queue.

Virtual Hold for Genesys is built on the VHT Customer Experience (CX) Platform. This platform enables configuration, administration, and virtual queuing—and it integrates with the Genesys Customer Experience Platform as well as the Genesys Workspace desktop.

When a target does become available, the call is distributed to that target and is 'cleared' from other targets. The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent.