Queue Rules

Queue rules allow applying penalties to queue members based on caller wait time. This enables dynamic priority reassignment.

Rule management

• New record: Create a new rule
• Edit: Edit an existing rule
• Delete: Delete a rule

Rule properties

Parameter	Description
Time	Wait time in seconds after which new penalties are applied
Minimum penalty	Lowest penalty value assigned to queue members
Maximum penalty	Highest penalty value assigned to queue members
Raise penalty	Increases existing penalty by the specified value

Usage example

If you set a rule with a time of 60 seconds and a minimum penalty of 5:

1. The caller waits in the queue
2. After 60 seconds the rule is activated
3. Queue members with a penalty lower than 5 are temporarily excluded
4. Calls are routed to members with a higher penalty (backup agents)