What Are the Differences Between an Attention Queue and a Support Team?

Both functionalities allow the creation of teams that handle different tasks and facilitate their tracking and management.

Monitoring and Metrics:

• Support Teams: Offers real-time monitoring and advanced metrics like First Response Time (FRT), Average Speed of Answer (ASA), and Average Handling Time (AHT), among others.
• Attention Queues: Shows current status and agent performance with less granularity, lacking immediate channel visualization.

Configuration:

• Support Teams: Advanced customization with thresholds/alerts per channel, allowing adjustments based on live metrics and team status.
• Attention Queues: Configuration focused on order and status of agents and users, without advanced alert capabilities.

Omnichannel Capability:

• • Support Teams: Enables creating teams of agents that handle Chatbots, Mailbots, and Callbots simultaneously or exclusively.
  • Attention Queues: Allows creating teams for Chatbots or Mailbots only, without channel discrimination.

How to Migrate an Attention Queue to a Support Team

To perform the migration, go to the “Support Teams” section within the “Conversations” menu.

• Navigate to Existing Queues:
• • Once inside, you’ll see the existing Attention Queues. Click on the one you wish to migrate.
• Migrate the Queue:
• • Click “Continue and Update.” This will automatically migrate the queue to Support Teams management.

• Note:
• • You must adjust the capabilities and channels for handling. For detailed instructions, refer to the article on Support Teams.

Remember to visit our Help Center for further information.