QUEUE DESIGN STRATEGY - UCCX TO WXCC MIGRATION
UCCX CSQ WXCC QUEUE MIGRATION NOTES
Sales_India_CSQ Sales_India_Queue Direct migration
Sales_EMEA_CSQ Sales_EMEA_Queue Direct migration
Sales_Americas_CSQ Sales_Americas_Queue Direct migration
Support_CSQ Support_General_Queue Split by region
Support_India_Queue (new regional queues)
Support_EMEA_Queue
Billing_CSQ Billing_Queue Direct migration
TechSupport_CSQ TechSupport_Queue Direct migration
Email_CSQ Digital_Email_Queue Rename + enhance
Chat_CSQ Digital_Chat_Queue Add WhatsApp
TOTAL: 6 CSQs TOTAL: 10 Queues +4 new queues (regional)
QUEUE DESIGN PRINCIPLES:
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1. One queue per major function + region combination
2. Skills-based routing within each queue
3. Overflow paths between queues (regional global)
4. Consistent SLA thresholds per queue type
5. Queue-level reporting for KPI tracking
ABHAVTECH WXCC QUEUE SPECIFICATIONS
QUEUE CHANNEL SL MAX Q ROUTING TEAM
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Q-01: Sales_India_Queue
Name: Sales_India_Queue
Description: India B2C/B2B sales inquiries
Channel Type: Telephony
Queue Type: Inbound
Service Level: 30 seconds
Max Time in Queue: 300 seconds (5 minutes)
Routing Type: Skills-Based (Longest Available Agent)
Skills Required: Sales = TRUE, Region_India = TRUE
Skill Relaxation: After 120s: Remove Region_India
Assigned Team: India_Sales_Team
Overflow Action: After max queue Voicemail_EP
Music on Hold: abhavtech_hold_music.wav
Comfort Messages: Every 60 seconds
Q-02: Sales_EMEA_Queue
Name: Sales_EMEA_Queue
Description: UK/EU sales inquiries
Channel Type: Telephony
Service Level: 30 seconds
Max Time in Queue: 300 seconds
Routing Type: Skills-Based
Skills Required: Sales = TRUE, Region_EMEA = TRUE
Skill Relaxation: After 90s: Add Region_India (follow-the-sun)
Assigned Team: EMEA_Sales_Team, India_Sales_Team (backup)
After Hours: Route to Sales_India_Queue
Q-03: Sales_Americas_Queue
Name: Sales_Americas_Queue
Description: US/Americas sales inquiries
Channel Type: Telephony
Service Level: 30 seconds
Max Time in Queue: 300 seconds
Routing Type: Skills-Based
Skills Required: Sales = TRUE, Region_Americas = TRUE
Skill Relaxation: After 90s: Add Region_India
Assigned Team: Americas_Sales_Team, India_Sales_Team (backup)
After Hours: Route to Sales_India_Queue
Q-04: Support_India_Queue
Name: Support_India_Queue
Description: India customer support
Channel Type: Telephony
Service Level: 45 seconds
Max Time in Queue: 600 seconds (10 minutes)
Routing Type: Skills-Based
Skills Required: Support = TRUE
Skills Preferred: Hindi = TRUE (priority if available)
Assigned Team: India_Support_Team
Callback Option: Offer callback after 180 seconds
Q-05: Support_EMEA_Queue
Name: Support_EMEA_Queue
Description: UK/EU customer support
Channel Type: Telephony
Service Level: 45 seconds
Max Time in Queue: 600 seconds
Routing Type: Skills-Based
Skills Required: Support = TRUE, Region_EMEA = TRUE
Assigned Team: EMEA_Support_Team, India_Support_Team (backup)
After Hours: Route to Support_India_Queue
Q-06: Billing_Queue
Name: Billing_Queue
Description: Global billing and payment inquiries
Channel Type: Telephony
Service Level: 30 seconds
Max Time in Queue: 300 seconds
Routing Type: Skills-Based
Skills Required: Billing = TRUE
Assigned Team: Billing_Team (Mumbai only)
Security: PCI-DSS compliant (pause recording for card data)
Q-07: TechSupport_Queue
Name: TechSupport_Queue
Description: Technical product support
Channel Type: Telephony
Service Level: 60 seconds
Max Time in Queue: 900 seconds (15 minutes - complex issues)
Routing Type: Skills-Based
Skills Required: TechnicalSupport = TRUE
Skills Preferred: ProductA/ProductB/ProductC (based on selection)
Assigned Team: TechSupport_Team
Screen Pop: CRM ticket lookup on answer
Q-08: Digital_Chat_Queue
Name: Digital_Chat_Queue
Description: Web chat and WhatsApp
Channel Type: Chat
Service Level: 15 seconds
Max Time in Queue: 120 seconds
Concurrent Chats: 3 per agent
Routing Type: Skills-Based
Skills Required: Digital_Channels = TRUE
Assigned Team: Digital_Team
Auto-Response: "Thank you for contacting Abhavtech..."
Q-09: Digital_Email_Queue
Name: Digital_Email_Queue
Description: Email support channel
Channel Type: Email
Service Level: 4 hours
Max Time in Queue: 24 hours
Concurrent Emails: 5 per agent
Routing Type: Round Robin
Assigned Team: Digital_Team
Auto-Response: "We received your email. Ticket #..."
Q-10: Callback_Queue
Name: Callback_Queue
Description: Scheduled callback requests
Channel Type: Telephony (Outbound)
Queue Type: Outbound
Service Level: Within scheduled window
Routing Type: Skills-Based (match original request)
Assigned Team: All teams (based on callback type)
QUEUE PROVISIONING - STEP BY STEP
STEP 1: Create Queue (Example: Sales_India_Queue)
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1. Navigate: Contact Center > Provisioning > Queues
2. Click: "Create Queue"
3. General Settings:
- Name: Sales_India_Queue
- Description: India B2C/B2B sales inquiries
- Queue Type: Inbound Queue
- Channel Type: Telephony
4. Service Level Settings:
- Service Level Threshold: 30
- Maximum Time in Queue: 300
5. Routing Settings:
- Call Distribution: Longest Available Agent
- Skills Based Selection: Enabled
- Skills Requirements:
Click "Add Skill Requirement"
- Skill: Sales
- Operator: Equal To
- Value: TRUE
- Required: Yes
Click "Add Skill Requirement"
- Skill: Region_India
- Operator: Equal To
- Value: TRUE
- Required: Yes
6. Team Assignment:
- Primary Team: India_Sales_Team
- (Team must be created first - see Team Provisioning)
7. Skill Relaxation (Advanced):
- Enable Skill Relaxation: Yes
- After 120 seconds:
Remove skill requirement: Region_India
(Allows overflow to other regions)
8. Music and Messages:
- Music On Hold: abhavtech_hold_music.wav
- Comfort Message: "Your call is important to us..."
- Comfort Message Interval: 60 seconds
9. Click "Save"
10. Note Queue ID: _______________
REPEAT for each queue in the specifications above.