Go to Contact Center -> Queues.

Click on the  Add Queue icon at the top right end of the page and fill the details in the form shown below.

Queue Details :

• Queue ID : Unique Queue ID
• Queue Type : One of the channel types Call, Chat, Email or Social Media.
• Name : Queue Name
• Description : Queue Description
• Priority : Queue priority decidse which call to be given to an agent first in the case of agent being part of multiple queues and calls being queued in all of them. A queue with high priority (lower the number, the higher the priority) is used before a queue with low priority. 
• Strategy : Specifies the call distribution strategy used to distribute the incoming calls to agents.

1. Most Idle Agent : Incoming calls will be routed to the agent who has been available the longest.
2. Least Occupied Agent(LIO) : Incoming calls will be routed to the agent who has been attended least Number of calls.
3. Skill Based Routing :This queuing strategy helps the incoming calls to be routed to the most suitable skilled agent. To achieve this, supervisors can score the agents in each queue by using the “Add agents to queue” page. The scores can be set from 1-100(low-high). The default score is 50.

• Queue SLA : Service Level Agreement to set by the user. If it is set to 60 means that the call should be answered by an agent within 60 secs.

Call Specific Details : 

Fill the information shown below for the Call Queue.

• Hold Music : It will be played when the caller is waiting in Queue.
• Agent Hold Music : It will be played when the agent puts the caller on-hold.
• Hold Time Announcement : If checked, average hold time will be announced to the caller who will be waiting in the queue. *Currently this hold time is played as soon as the caller is placed in the queue.
• Average Call Time : The average time in minutes an agent is on call with customer for the queue. This field is mandatory if ‘Hold Time Announcement’ is enabled for the queue.
• Whisper Tone : Played once the agent receives a queue call. This message will help the agent to recognize the queue before answering the call. For Ex: An agent is assigned to multiple queues like Tech Support, Sales and Customer Care and a call comes to the agent. Whisper tone helps the agent to be aware of the queue from where the call is coming from.
• Open Message : Played if the queue is open.
• Close Message : Played if the queue is closed.
• ACW Timeout : if mentioned, the agent is put back to ready state within the specified time if agent is in ‘ACW’ state. *if within the specified time the agent himself changes the state to Break or Logs Out, the agent won't be put back to ready state.
• Open Hours : Blue bar indicates the queue open time.

• VoiceMail :

1. If 'Enable' is checked, any call waiting in the queue for greater than the Threshold time, shall be given an option to leave a Voicemail at every threshold intervals. If the caller does not opt to leave a voicemail the caller can continue to wait in the queue. If the caller chooses to leave a voicemail, the voicemail will be mailed to the comma separated mail Ids mentioned in Email ID(s) field.
2. If Enable field is checked, it is mandatory to mention Threshold time in minutes and Email ID(s).

Fill out the above details and click on the ‘Add’ button to Add the Queue or the ‘Cancel’ button to Cancel.