Universal queue

The universal queue is a mechanism that integrates all activities of a campaign (inbound, outbound and workflow) into a single delivery queue. Activities are queued in order to be delivered to a ready agent in the campaign.

Each campaign has its own independent universal queue.

Note

You can configure the contact center to merge all campaign queues into a single queue by setting the contact center parameter Router distribution model to Blending of campaign queues. The parameter is available at the Management Portal, in the current context of the contact center, details group Business Rules, panel Routing > Advanced.

The order and delivery of the pending activities in the universal queue of a campaign depend on the following attributes of an activity:

  • Priority: Main attribute used in defining the order of campaign activities in the universal queue. The Altitude uCI Server always tries to deliver activities with higher absolute priority ahead of activities with lower priority. The lowest possible value is 0 and the highest possible value is 1000.
  • Moment: Date and time after which the activity can be delivered to an agent. The activity is not delivered before the specified moment.
  • Agent: The specific agent that is required to handle the activity. No other agent qualifies to handle the activity.
  • Skill profile: Set of skills that an agent is required to have to be able to handle a specific activity. If the activity does not have a skill profile, then the activity can be delivered to any ready agent.

How does the Altitude uCI Server order activities in the universal queue

When defining the final order of activities in the universal queue, the Altitude uCI Server considers that activities have a higher priority and should be placed ahead in the queue if:

  1. Activities have a higher absolute priority value.
  2. Activities have an older moment value (for the same absolute priority value).
  3. Activities have an assigned agent (for the same absolute priority and moment values).
  4. Activities require a skill profile (for the same absolute priority and moment values and without assigned agent).