To build on what Melissa said, some places have a single In-Queue flow for each Queue and so it's much easier to configure it on the Queue. In other places, a queue is used for multiple purposes and, depending on the nature of the call, a different In-Queue flow is needed, so you set it in the "Transfer to ACD" action.
Sure, it may seem confusing, but personally I like the flexibility.
HTH
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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Original Message:
Sent: 05-29-2024 16:23
From: Qan T
Subject: Which one goes first? Queue or In-Queue Call flow?
Got one more question. Is there a difference between setting up the Inqueue in the Queue form and setting up a inqueue in a Architect "transfer to ACD" action?
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Qan T
Vibrant Emotional Health
Original Message:
Sent: 05-29-2024 15:38
From: Melissa Bailey
Subject: Which one goes first? Queue or In-Queue Call flow?
The call does not leave the queue to execute the inqueue call flow. The inqueue call flow executes while the call is in the queue, until an agent picks up the call.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 05-29-2024 15:35
From: Qan T
Subject: Which one goes first? Queue or In-Queue Call flow?
Ty, where do you find how long before the call leaves from queue to the inqueue?
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Qan T
Vibrant Emotional Health
Original Message:
Sent: 05-29-2024 13:15
From: Melissa Bailey
Subject: Which one goes first? Queue or In-Queue Call flow?
The inqueue call flow will run while the call in is queue, waiting for an agent to pick it up. If an agent is immediately available, the inqueue call flow will not run.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 05-29-2024 13:11
From: Qan T
Subject: Which one goes first? Queue or In-Queue Call flow?
#ArchitectureandDesign
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Qan T
Vibrant Emotional Health
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