VietBuiTran_Thien | 2024-09-20 09:38:09 UTC | #1
I created a queue. How can I set a timeout for users in the queue? For example, when a user is added to the queue but no members respond, I want the user to automatically exit the queue after 24 hours of waiting. thank you so much
Jerome.Saint-Marc | 2024-09-20 13:59:56 UTC | #2
Hello,
There is no timeout property/attribute to set on an ACD Queue.
If you want to control the behavior while a call/interaction is in queue, you can implement and use Architect In-Queue flows.
Regards,
VietBuiTran_Thien | 2024-09-22 13:30:06 UTC | #3
thanks @Jerome.Saint-Marc so much. Could you please provide more details or suggestions me configure for this case ?
Jerome.Saint-Marc | 2024-09-23 13:16:40 UTC | #4
Hello,
You'll need to explore and learn how Architect flows gets created and loaded. This is not something I can summarize in few words.
Some links on the Resource Center: https://help.mypurecloud.com/articles/get-started-administering-contact-center/ https://help.mypurecloud.com/articles/work-with-in-queue-flows/
A set of sample Architect flows can be found on the Resource Center. You could use the In-Queue callback flow as a starting point.
The Genesys Cloud Community forum is also a good place for questions like this one. I have found some posts which are close to your scenario as well (not for max wait time - but controlling time in queue). See this one and this one.
Regards,
VietBuiTran_Thien | 2024-09-24 01:54:29 UTC | #5
Thanks, @Jerome.Saint-Marc! I’ve successfully updated the architect flows. I really appreciate your help!
system | 2024-10-25 01:54:53 UTC | #6
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