A queue is where incoming calls wait until an agent is free. Each queue has its own agents, routing rules, priority, response targets, hold music and, optionally, voice announcements for waiting callers. You create and maintain queues in Settings, under Queues.
Skills are not defined on queues. They are managed separately and assigned to agents.
Watch the walkthrough
What you can do on this page
| Action | What it does | Permission needed |
|---|---|---|
| Browse, search and filter the queue list | See every queue with its key settings | Agent Management |
| New Queue | Create a queue | Agent Management |
| Open a queue | Edit its name, agents, routing, targets, hold music and announcements | Agent Management |
The Queues tab appears under Administration, Settings for users of a tenant. Users of the host do not see it. If you need to assign wrap-up codes or decline reasons only, the Manage Decline Reasons and Manage Wrap-up Codes permissions give you the matching tabs under Work Environment, and you can attach queues to a code or reason from there as well.
The queue list
The page is titled Queue Management. Each queue is a card, most recently changed first, and the cards are shown six per page. When there are no queues the page says No queues found.
Three counters sit above the cards:
| Counter | What it shows |
|---|---|
| Total Queues | Every queue in your tenant |
| Active | Queues that accept calls. Select it to show only those |
| Inactive | Queues that are switched off. Select it to show only those |
Select Total Queues to see everything again. Each card shows:
| On the card | What it means |
|---|---|
| Name and status | Active or Inactive, with the description under the name |
| Routing | How calls are given to agents (Longest Idle Time) |
| Priority | Low, Medium or High |
| Call Priority | FIFO |
| Agents | How many agents are assigned, for example 3 assigned. A queue with none shows a warning icon: This queue has no agents assigned. Incoming calls cannot be answered. |
| Max Response and SLA Target | Both in seconds |
| Wrap-up Codes and Decline Reasons | The first three as badges, with a +N badge for the rest |
Search
Type in Search queues... to find a queue by name. The list narrows as you type, so you do not need to press Enter.
Create a queue
Select New Queue. The form opens under the breadcrumb Queue Management / New Queue.
Name, description and status
| Field | Notes |
|---|---|
| Queue Name (required) | Up to 100 characters. The name must be unique in your tenant, and capital letters do not make a name different |
| Description | Optional free text |
| Active | On by default. It reads Active - accepting calls when on and Inactive - not accepting calls when off |
| Code | Read-only. SESTEK AgenticCX builds it from the queue name and uses it as the queue's identifier. If another queue already has that code, a number is added. It does not change when you edit the queue later |
Assigned agents
Pick a person from Select user... and select Add. The box above the picker lists everyone assigned and shows the count, for example 2 agents assigned. Select the X beside a name to remove that agent. Only users with the agent role can be chosen.
A queue can be saved with no agents, but calls that reach it cannot be answered. When you remove the last agent from an existing queue, SESTEK AgenticCX asks first.
The dialog is titled Last Agent and says You are removing the last agent from this queue. Without an agent, incoming calls will go unanswered. Do you want to continue? Choose Yes to continue or Cancel to keep the agent.
Routing and priority
| Setting | What it does |
|---|---|
| Agent Routing Method | Fixed to Longest Idle Time. A call goes to the available agent who has waited the longest since their last call |
| Call Priority | Fixed to FIFO - First In, First Out. Callers are answered in the order they arrived |
| Queue Priority Level | Low, Medium (default) or High. When several queues have callers waiting and a shared agent becomes free, the queue with the higher level is served first |
Wrap-up codes and decline reasons
Both lists are multi-select, and both are optional. Use Select wrap-up codes to choose the outcomes agents can pick after a call in this queue, and Select decline reasons to choose the reasons an agent can give when declining a call. You can also attach queues from the wrap-up code or decline reason itself, under Settings, Work Environment.
Response and SLA targets
| Field | Default | Rule |
|---|---|---|
| Max Response Time (required) | 15 seconds | A whole number from 10 to 120. This is how long an agent has to respond to a call in this queue |
| SLA Target (required) | 10 seconds | A whole number of at least 1, and not higher than the Max Response Time. It is the time within which a call must be answered to count toward the queue's service level |
If a value is out of range, the field turns red and tells you why:
| Message | When |
|---|---|
| This field must be greater than or equal to 10. | Max Response Time is below 10 |
| This field must be less than or equal to 120. | Max Response Time is above 120 |
| SLA target must be at least 1 second. | SLA Target is below 1 |
| SLA target must be a whole number of seconds. | SLA Target has decimals |
| SLA target cannot be greater than the max response time (N sec). | SLA Target is higher than Max Response Time |
Hold music
| Option | What callers hear |
|---|---|
| Default Music | The system default hold music |
| Custom Music | Your own file. Select Choose file |
A custom file must be a .wav file, up to 50 MB and up to 10 minutes long. The file is uploaded after the queue itself is saved. If the file is rejected you see one of these messages:
- Unsupported file format. Only .wav audio files are allowed.
- The hold music file is too large. The maximum allowed size is 50 MB.
- The hold music file is too long. The maximum allowed duration is 10 minutes.
- The audio file could not be read. Please upload a valid .wav file.
Announcements
The Announcements section appears only when the Queue Voice Announcements feature is enabled for your tenant. Without it, waiting callers hear only the hold music.
| Field | Notes |
|---|---|
| Announcement language | Turkish (default) or English |
| Announce queue position | Off by default. When on, the caller hears their position, and only when it has improved since the last announcement |
| Announce estimated wait time | Off by default. When on, the caller hears an estimate based on average handling time, rounded as set below |
| Announcement frequency | 10 to 300 seconds, 60 by default. It appears as soon as one of the two announcements is on |
| Round to | 10 to 300 seconds, 60 by default. It appears when the wait time announcement is on |
Under each switch, SESTEK AgenticCX shows an example sentence in the chosen language so you can check what callers will hear.
Edit a queue
Select a queue's card to open it. The form is the same, with the breadcrumb Queue Management / Edit Queue, and the Code shows the queue's identifier.
Change what you need and select Save Queue, or select Cancel to go back to the list without saving.
Good to know
- A queue that an active campaign uses cannot be made inactive. SESTEK AgenticCX tells you: This queue is used by an active campaign and cannot be deactivated.
- An inactive queue keeps its settings but does not accept calls.
- Wrap-up codes and decline reasons are defined once and can be attached to several queues.
- Skills are set on the agent, not on the queue, under Settings, Work Environment, Skills and in Agent Management.