Contact block: Set working queue

Description

• This block specifies the queue to be used when Transfer to queue is invoked.

• A queue must be specified before invoking Transfer to queue except when used in a customer queue flow. It’s also the default queue for checking attributes, such as staffing, queue status, and hours of operation.

Contact flow types

You can use this block in the following contact flow types:

• Inbound contact flow

• Transfer to Agent flow

• Transfer to Queue flow

Properties

Note the following properties:

• By queue > Use attribute. To set the queue dynamically, you must specify the Amazon Resource Name (ARN) for the queue rather than the queue name. To find the ARN for a queue, open the queue in the queue editor. The ARN is included as the last part of the URL displayed in the browser address bar after /queue. For example, .../queue/aaaaaaaa-bbbb-cccc-dddd-111111111111.

Configured block

When this block is configured, it looks similar to the following image:

Sample flows

See these sample flows for scenarios that use this block:

• Sample queue customer

• Sample queue configurations

Scenarios

See these topics for scenarios that use this block:

• Set up agent-to-agent transfers

• Transfer contacts to a specific agent