Configure queues

Queues are how UniverX routes incoming customer requests to the right people on your team. Each queue has its own members, working hours, and settings. A widget on your website is linked to a queue, so customers who click the widget are routed to agents in that queue.

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Before you start

• You need the Admin or Owner role, or belong to a group with the Manage queues permission.
• Go to Admin console → Queues.
• You should already have at least one team member added in Members & access before assigning them to a queue.

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Create a queue

1. Go to Admin console → Queues.

2. Click Add queue.

3. Fill in the queue details:

   Field	Description
   Name (required)	A clear name for the queue, e.g. “Sales”, “Support”
   SLA (seconds) (required)	The target maximum wait time in seconds before a customer is considered waiting too long
   Queue active	Toggle to make the queue live immediately after creation

4. Under Members, add individual team members who will handle this queue.

5. Under Groups, add groups whose members should handle this queue.

6. Click Save changes.

Tip

You can add both individual members and groups to the same queue. A member added directly and also through a group counts as a single assignment.

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Configure working hours

Working hours control when your queue is available to accept customer requests. Outside these hours, customers will not be able to start a session through widgets linked to this queue.

1. Go to Admin console → Queues.
2. Click the edit icon next to the queue you want to configure.
3. Scroll to the Working hours configuration section.
4. Toggle Enable working hours to turn this feature on.
5. Set the Timezone for your team’s location.
6. For each day of the week, enter the start and end times during which the queue is open.
7. Click Save changes.

Note

If working hours are not enabled, the queue is treated as available 24 hours a day, 7 days a week. Enable working hours if your team only handles requests during business hours.

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Set supported languages

If your team handles customers in multiple languages, you can specify which languages this queue supports.

1. Open the queue edit panel.
2. Scroll to Supported languages.
3. Add the languages your agents speak.
4. Click Save changes.

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Activate or deactivate a queue

You can pause a queue without deleting it. This is useful during holidays or team restructuring.

1. Go to Admin console → Queues.
2. Click the edit icon next to the queue.
3. Toggle Queue active on or off.
4. Click Save changes.

Status	Meaning
Active	The queue accepts incoming customer requests
Inactive	The queue is paused; no new requests are routed to it

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Edit a queue

1. Go to Admin console → Queues.
2. Click the edit icon next to the queue.
3. Update any fields as needed.
4. Click Save changes.

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Delete a queue

Deleting a queue removes all member assignments from it. This cannot be undone.

1. Go to Admin console → Queues.
2. Click the Delete queue option in the Actions column.
3. Confirm the deletion when prompted.

Caution

Any widgets linked to a deleted queue will stop routing customers. Update those widgets to point to a different queue before deleting. See Widget setup for how to change a widget’s linked queue.

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How routing works

When a customer clicks the widget on your website, UniverX routes them to an available agent in the queue linked to that widget. The routing logic works as follows:

1. The customer submits a pre-call form (if configured).
2. UniverX checks whether the linked queue is active and within working hours.
3. The customer is placed in the queue and waits for an available agent.
4. The first available agent in the queue is alerted and can accept the session.

Note

The SLA setting does not automatically escalate requests — it is a target time used for monitoring and reporting purposes.

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Troubleshooting

No agents are receiving customer requests. Check that:

• The queue is set to Active.
• At least one member or group is assigned to the queue.
• The widget linked to this queue is also set to Active. See Widget setup.
• Working hours are configured correctly and the current time falls within them.

Customers are waiting too long. Consider:

• Adding more agents to the queue.
• Reviewing your SLA target — it may be too tight for your team size.
• Checking whether agents are logged in and available.

I set up working hours but the widget is still accepting requests outside those hours. Make sure the Enable working hours toggle is turned on in the queue settings.

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Widget setup Link a queue to your website widget and configure its appearance.