Stay organized with collections
Save and categorize content based on your preferences.
Queue Groups allow you to organize queues. Use this function to group
together related queues, such as those handled by the same BPO, market,
or supervisor.
You can then view data specific to a Queue Group in real-time
reporting. On the Call and Chat Dashboards as well as the Agent
Monitoring page, you can filter by Queue Groups.
Queue Groups configuration details
Consist of a collection of top-level, sub-queues, and
leaf-level/end-queues
Be created by any user that has the Report Configuration permission
assigned
Once a queue group is created, all CCAI Platform users with access
will see all queue groups
Queue groups can be edited after they are created both the name,
queue assignments and assigned Productive Agents
Can only contain either call or chat queues, the two types
cannot be combined.
Add a Queue Group
The following steps enable a queue group to be created:
In the CCAI Platform portal, go to Settings > Queue Group Settings.
Click Add Queue Group.
Enter a name in Enter Queue Group Name
Set the Queue Group to On.
Queue Groups that are off will not display in reporting.
Select a Channel: Call or Chat.
Add the queue you would like to add to your Queue Group by searching
in the Add Queue.
`. Select Show Productive Agents. (Optional) See
productive agents explanation.
If checked, the **number of Productive Agents** will display on the
Queue Reports dashboard.
You can configure which statuses are considered productive by
clicking on the gear icon.
Statuses configured to be productive will have extra visibility on
the Queue Groups dashboard.
Click Save.
Productive Agents
Productive Agent statuses can be configured for each Queue Group and
give added visibility to the selected Agent statuses. When a status is
marked as Productive, a detailed breakdown showing these statuses will
be available on the Queue Report
dashboard.
Productive agents are represented in a column in the Queue Report
dashboard. To see the breakdown of the agents in each productive status,
hold the pointer over the value in the dashboard.
Edit a Queue Group
Click the pencil icon next to the Queue Group you want to edit in the Queue
Group overview.
Viewing in Monitoring and Reporting
In Real-time reporting, you can view data specific to a Queue Group. You
can filter by Queue Groups on the Call and Chat Dashboards, as well as
the Agent Monitoring page.
Filter by Queue Group on Call and Chat Dashboard
In the CCAI Platform portal, go to Dashboards > Call or alternatively
Dashboards > Chat.
Filter by available Queue Groups.
Click the gear icon to go to Queue Groups Settings to add or edit a
queue group.
Filter by queue group on Agent Monitoring Page
In the CCAI Platform portal, go to Agents.
Expand the Filter Settings by clicking on the drop-down arrow
next to the name.
Select + Add Filters.
Select Queue Groups.
Click Save.
Group global settings
Group settings let you further customize call and chat routing to queues.
You can configure the behavior of group settings for both chat and calls.
To configure group settings, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management.
In the General pane, go to Flexible Accounts/Records Assignment.
For Group Settings, click the Percent Allocation Group toggle to the on position.
For Percent Allocation Group, configure the pick up time limit in seconds.
For Cascade Group, configure the pick up time limite in seconds.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-29 UTC."],[[["\u003cp\u003eQueue Groups are used to organize related queues, allowing users to group them by criteria such as BPO, market, or supervisor.\u003c/p\u003e\n"],["\u003cp\u003eUsers with the Report Configuration permission can create Queue Groups, which can include a collection of top-level, sub-queues, and leaf-level queues, and are visible to all users.\u003c/p\u003e\n"],["\u003cp\u003eQueue Groups can be edited post-creation, including changes to the name, queue assignments, and designated Productive Agents, but can only contain either call or chat queues, not a mix of both.\u003c/p\u003e\n"],["\u003cp\u003eReal-time reporting, including Call and Chat Dashboards and the Agent Monitoring page, can be filtered by Queue Groups to view data specific to those groups.\u003c/p\u003e\n"],["\u003cp\u003eProductive agent status can be configured for each queue group to help see detailed breakdowns on the queue reports dashboard.\u003c/p\u003e\n"]]],[],null,["# Queue Groups allow you to organize queues. Use this function to group\ntogether related queues, such as those handled by the same BPO, market,\nor supervisor.\n\nYou can then **view data** specific to a Queue Group in real-time\nreporting. On the Call and Chat Dashboards as well as the Agent\nMonitoring page, you can filter by Queue Groups.\n\nQueue Groups configuration details\n----------------------------------\n\n- Consist of a collection of top-level, sub-queues, and\n leaf-level/end-queues\n\n- Be created by any user that has the Report Configuration permission\n assigned\n\n- Once a queue group is created, all CCAI Platform users with access\n will see all queue groups\n\n- Queue groups can be edited after they are created both the name,\n queue assignments and assigned *Productive Agents*\n\n- Can **only contain either call or chat queues**, the two types\n cannot be combined.\n\nAdd a Queue Group\n-----------------\n\nThe following steps enable a queue group to be created:\n| **Important:** Queue groups must be configured before they are accessible for reporting.\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Queue Group Settings**.\n\n2. Click **Add Queue Group**.\n\n3. Enter a name in `Enter Queue Group Name`\n\n4. Set the Queue Group to **On**.\n\n Queue Groups that are **off** will not display in reporting.\n5. Select a Channel: **Call** or **Chat**.\n\n | **Note:** A Queue Group can only be used for one session type.\n6. Add the queue you would like to add to your Queue Group by searching\n in the **Add Queue**.\n\n\\`. Select **Show Productive Agents** . *(Optional)* See\n[productive agents](#productive-agents) explanation. \n\n If checked, the **number of Productive Agents** will display on the\n Queue Reports dashboard.\n\n1. You can configure which statuses are considered productive by\n clicking on the gear icon.\n\n Statuses configured to be *productive* will have extra visibility on\n the Queue Groups dashboard.\n2. Click **Save**.\n\n### Productive Agents\n\nProductive Agent statuses can be configured for each Queue Group and\ngive added visibility to the selected Agent statuses. When a status is\nmarked as Productive, a detailed breakdown showing these statuses will\nbe available on the [Queue Report\ndashboard](./Real-time_Dashboards_and_Monitoring_Pages/index.md#UUID-732fd21d-9361-ad57-d285-a23bf6848a0f).\n\nProductive agents are represented in a column in the Queue Report\ndashboard. To see the breakdown of the agents in each productive status,\nhold the pointer over the value in the dashboard.\n\nEdit a Queue Group\n------------------\n\nClick the **pencil icon** next to the Queue Group you want to edit in the Queue\nGroup overview.\n\nViewing in Monitoring and Reporting\n-----------------------------------\n\nIn Real-time reporting, you can view data specific to a Queue Group. You\ncan filter by Queue Groups on the Call and Chat Dashboards, as well as\nthe Agent Monitoring page.\n| **Note:** **Queue Groups** must be configured before they are accessible for reporting.\n\nFilter by Queue Group on Call and Chat Dashboard\n------------------------------------------------\n\n1. In the CCAI Platform portal, go to **Dashboards \\\u003e Call** or alternatively\n **Dashboards \\\u003e Chat**.\n\n2. Filter by available **Queue Groups**.\n\n3. Click the gear icon to go to **Queue Groups Settings** to add or edit a\n queue group.\n\nFilter by queue group on Agent Monitoring Page\n----------------------------------------------\n\n1. In the CCAI Platform portal, go to **Agents**.\n\n2. Expand the **Filter Settings** by clicking on the drop-down arrow\n next to the name.\n\n3. Select **+ Add Filters**.\n\n1. Select **Queue Groups**.\n\n2. Click **Save**.\n\nGroup global settings\n---------------------\n\nGroup settings let you further customize call and chat routing to queues.\nYou can configure the behavior of group settings for both chat and calls.\n\nTo configure group settings, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings** \\\u003e **Operation Management**.\n\n2. In the **General pane** , go to **Flexible Accounts/Records Assignment**.\n\n3. For **Group Settings** , click the **Percent Allocation Group** toggle to the on position.\n\n4. For **Percent Allocation Group**, configure the pick up time limit in seconds.\n\n5. For **Cascade Group**, configure the pick up time limite in seconds.\n\n6. Click **Save General**."]]
