Manage queues within your Twilio Flex contact center.
Account Owners, System Admins & Supervisors
Platform roles required to view and manage queues. Supervisors are only allowed to view queues and queue conditions.
Queues allow you to categorize tasks and identify which agents are eligible to handle those tasks. As your workflows process the tasks, those tasks will pass through one or more queues until the task is assigned to and accepted by an eligible agent.
To perform queue-related functions, users will navigate to the Manage Queues screen.
Navigate to Menu > Settings > Manage Queues
Default Queue
FLEXFIG configures a default queue called "FLEXFIG Global Queue" to work within your Twilio Flex contact center. The default queue is configured upon the installation and setup of FLEXFIG.
Note: The "FLEXFIG Global Queue" cannot be deleted from the system. However, you can edit all of the queue settings.
View the Queue Conditions for Routing Tasks
Queues route tasks to agents using skills-based routing. Skills-based routing is configured when the queue is created.
To view the queue conditions, select the queue name from the list of queues.
By default, queues assign tasks to any available agent in your contact center. You must enable and configure skills-based routing rules for queues to assign tasks to specific agents or teams.
Edit an Existing Queue
To edit an existing queue, select the edit (pencil) icon next to the queue you would like to edit.
- Hover your cursor over the queue you would like to edit
- Click on the edit (pencil) icon
After clicking on the edit icon, the "Edit Queue" slideout will appear allowing you to edit the queue details.
Delete an Existing Queue
The "FLEXFIG Global Queue" cannot be deleted from the system.
To delete an existing queue, select the delete (trashcan) icon next to the queue you would like to delete.
- Hover your cursor over the queue you would like to delete
- Click on the delete (trashcan) icon
- Select “Yes” when the delete confirmation message appears
