{"id":1253,"date":"2022-07-18T14:32:56","date_gmt":"2022-07-18T12:32:56","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=1253"},"modified":"2026-03-03T15:26:47","modified_gmt":"2026-03-03T14:26:47","slug":"how-to-set-up-a-queue","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/how-to-set-up-a-queue\/","title":{"rendered":"Queues – Set them up"},"content":{"rendered":"\n
\"L\u2019attribut<\/figure>\n\n\n\n

[Reading time: 3 minutes<\/em>]<\/p>\n\n\n\n

Overview<\/h2>\n\n\n\n

Queues are used to organize and manage incoming and outgoing interactions for Voice, Email, and Messaging channels. They allow you to control how interactions are distributed to advisors, manage waiting times, and handle overflow or post-interaction processing. <\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Each queue can be configured with specific settings, waiting strategies, distribution rules, and supervision options to ensure interactions are handled efficiently.<\/p>\n\n\n\n

The Queues<\/strong> module contains two main tabs. The first tab, Queues<\/strong>, displays a list of all queues in your system and provides tools to search, filter, and manage them. The second tab, Distribution groups<\/a><\/strong>, is covered in a separate documentation article.<\/p>\n\n\n\n

Once a queue is created, it must be added to the profile, configuration tab, to be available for the advisors.<\/p>\n\n\n\n

1. Queues tab<\/h2>\n\n\n\n

In the Queues<\/strong> tab, you can search for a queue by its name<\/strong>, reference<\/strong>, or alias<\/strong>. You can also filter queues using tags to quickly locate specific queues. Advanced search allows filtering queues by direction<\/strong> (Incoming or Outgoing) or by flow type<\/strong> (Voice, Email, or Messaging).<\/p>\n\n\n\n

The list of queues displays several columns, including the queue\u2019s name, reference, alias, type, and the status of each channel\u2019s flow (Ready or Not configured). At the end of each row, there are action buttons:<\/p>\n\n\n\n