Manage service queue types

A service queue type describes the kind of contact a service queue handles.

Interactive contacts—Agent/customer contacts that occur in real time, such as calls and chats.
Non-interactive contacts—Agent/customer contacts that do not occur in real time, such as email, tweets, social media, and faxes.

Service queue types allow you to group similar service queues together into service queue groups and virtual service queues and to generate forecasts for similar service queues.

WFM comes with two system service queue types: Voice and Email. If you are upgrading from a previous version of WFM that allowed you to configure service queues for calls or email, then those service queues are automatically assigned the Voice or Email service queue type.

There are limitations on what you can do with a service queue type once it has been created.

You cannot change its contact type.
If a service queue type is assigned to a service queue, you cannot delete it.
You cannot edit or delete the system service queue types (Voice and Email).

Creating, editing, and deleting service queue types

Use the Service Queue Types page to configure and maintain service queue types.

Create a new queue type

Choose Create a new service queue type.
Enter a unique name for the service queue type that describes the kind of contact a service queue handles. Max characters = 50.
Choose the contact type: interactive or non-interactive.
Click Save.

Edit an existing service queue type

Choose Edit or delete an existing service queue type.
Select the desired service queue type from the drop-down list.
Edit the service queue type’s name as desired. If the service queue type has been assigned to service queues, the service queue type name change will be applied to those service queues. You cannot change the contact type.
Click Save.

Delete an existing service queue type

Choose Edit or delete an existing service queue type.
Select the desired service queue type from the drop-down list.
Click Delete.