Creation of queues and how the default queue works

If you've enabled Omnichannel, there's a ready-to-use queue named Default. It's recommended that you have the Default queue Distribution field set to Automatic when Omnichannel is enabled. Available agents must also be associated with the Default queue.

Be aware that the Default queue contains work items that couldn't be assigned to any other queue because they don't match any of the defined assignment rules. You can add agents and teams to the Default queue and also change the queue properties, but you can't disable or delete this queue.

Depending on your requirements, you might want to create specific queues to route chats to a group of skilled agents. To do this, you can create additional queues, staff them with agents, and create your routing rules to assign chats to that queue. Here are the steps for creating queues:

1. Navigate to Service > Queues.
2. Enter a name for the queue.
3. Check the Activation field.
4. Set Distribution to Automatic (Push).
5. Click Save and Continue.
6. Click the Resources tab.
7. Select agents to add to the queue.
8. Click Apply when finished.
9. Click OK.

Note:

• The ready-to-use Default queue acts as a catch-all queue for Help desk requests when assignment rules fail to evaluate matching conditions.

  Here's what Oracle recommends:

  • If you enable chat, you must set the Default queue to Automatic and assign agents to the queue. When the Default queue is automatic, all those chats that don't match any rules or they match a manual queue are assigned to the Default queue. If you set the Default queue to manual, such chats aren't routed to any agent, and no one would respond to those chats.