Live Insights provides a view of all single queues and queue groups, with a performance overview.

Live Insights highlights metrics that are outside the normal performance range. You can also find customization tools to show/hide queues, or to create and manage queue groups on this page.

  1. Queue count: Displays the total number of queues available.
  2. Customization: Tools to customize the display of queues are available to users.
    • Queue visibility: Show/hide queues to customize the Overview page
    • Queue groups: Create new queue groups, edit existing groups.
  3. Single Queues & Queue groups: Displays performance overview for each queue and queue groups. Each tile leads to a drilled down view.

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Customization

ASAPP supports customization features to change the display of queues, as well as create and manage queue groupings.

To access customization features: click the Customize button on the Overview page. Two options appear. Click an option to launch the associated customization feature.

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Change Queue Visibility

ASAPP provides tools for you to customize the queues showcased on the Overview page. You can hide Queues based on customization needs.

Click the Customize button on the All Queues page to sort and select the queues to display.

  1. Find a queue: Use the search field to find a specific queue. Type in the queue name to filter the list of queues down to relevant matches.
  2. Sort queues: You can sort in ascending or descending order. Click the Sort dropdown to select the desired sort order.
  3. Bulk selection: To select all queues, or deselect all queues, click the bulk selection feature to view all queues. Click again to deselect all queues.
  4. Single queue selection: select and deselect queues in the list. Deselected queues are hidden on the Overview page.
  5. Apply and cancel: To confirm your selection, click Apply. To dismiss changes or close the modal, select Cancel.

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Create and Edit Queue Groups

You can create groups of queues to more efficiently monitor performance across multiple queues. When you create a queue group, a drill-down view of the queue group appears.

A queue group behaves similarly to a single queue: you get access to all live transcripts across all queues selected in the group.

You can access Performance data for all agents in the group, as well as consolidated customer feedback.

Queue groups are unique to each user. You can edit and create an unlimited number of queue groups.

  1. Create new group: Click this button to create a new queue group.
  2. Existing queue group: You can view, edit or delete them.
  3. Organizational group: Queue groups created by your organization display with a ‘Preset’ tag. Queues with this tag are visible by all Live Insights users. These groups cannot be edited or deleted.
  4. Edit a group: To edit an existing queue group, click the Edit icon.
  5. Delete a group: To delete an existing queue group, click the Delete icon.

Edit a queue group:

  1. Queue group name: Name assigned to the queue group.
  2. Available queues: List of all queues that you can add to a group. Select queues to add the queues to the group, and vice versa.
  3. Queues added to group: Queues currently selected appear under the queue name.
  4. Apply and cancel: To apply changes, click the Apply button. To dismiss changes or close the modal, click the Cancel button.

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Overflow Queue Routing

Overflow Queue Routing enables administrators to redirect traffic from one queue to another to reduce estimated wait times for end-customers and support closed queues when it is a legal requirement.

Overflow Queue Routing can use two rules:

  1. Business Hours Rule: Traffic from Queue A is redirected to Queue B when it is outside the operating business hours for Queue B.
  2. Agent Availability Rule: Traffic from Queue A is redirected to Queue B when there are no available agents serving Queue A.

Work with your ASAPP account team to configure overflow routing rules that align with your business needs.

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Bulk Close and Transfer Chats

ASAPP provides capabilities to bulk close and transfer chats in Live Insights to help manage queues experiencing unusual activity or high traffic.

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Bulk Chat Transfer

To transfer all chats from one queue to another:

  1. Click the dropdown menu in the queue card
  2. Select “Transfer all chats”
  3. A queue selection modal appears asking “Select the queue which you want to transfer all chats to?”
  4. Select the target queue from the dropdown list
  5. Click “Transfer chats” to complete the action

A toast message will confirm that all chats have been transferred. The end customer will not see any change on their side and will assume they are still waiting in a queue.

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Bulk Chat Closure

To close all chats in a queue:

  1. Click the 3 dots in the upper right hand corner of the queue card
  2. Select “End all chats” from the dropdown menu
  3. A confirmation modal appears asking “Are you sure you want to end all chats in this queue?”
  4. Click “Confirm” or “Yes” to complete the action

Use these features carefully as they affect multiple customer conversations simultaneously. Bulk actions are best used in situations where immediate intervention is needed to manage queue performance or address unusual activity.

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