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Queues allow you to structure your customer support operations and set the conditions forWhich conversations should get prioritizedTo whom the conversations should be offeredWhen alerts should be triggeredTo create a queue you simply need to select Settings > Queues > Add Queue. From here you’ll have the option to: Enter a name for your queue e.g. "Sales," "Support," etc Have the option to make the queue default Set Priorities for your queue (Optional)Enable/Disable the Last Agent and Preferred agent option Set an Offer Timeout for the queue (optional); This will allow you to set a timer for how long a conversation is offered to agents. If agents are unable to accept the incoming request within the time limit, the agent's status will automatically change to "away". Set Wrap-Up Time in seconds (optional); This allows you to adjust the time that agents have between ending a conversation and being offered a new one.Select an Offer Algorithm.Click Create queue to create the queue.Set alerts to a queueWhen a queue has been created you can set different alerts by clicking the Alerts tab on the top.Alerts allow you to set thresholds on various parameters. Dixa supports four types of alerts on queues.Service-level AlertLongest Wait in a Queue AlertAvailable agents AlertMaximum waiting in Queue AlertWith the Service-level Alert, you have the option to set a percentage combined with time, defining the threshold. A queue for which an alert has triggered, will be highlighted in pink on the queue dashboard. Add agents to queuesIn the Agents tab, you will see a list of the agents assigned to this queue. When you want to assign agents to queues, you can add these by pressing Add agent in the top right. This will show you the pop-up below:Here you can search for agents and add these by using the checkbox next to their name. When you have added the agents you want, press Add agent(s).Add teams to queuesJust like agents, teams can be added to queues as well. Click the Team tab and Add team. Note that teams need to be pre-created in the teams settings before they can be assigned to a queue.