Create an Entry Point

Step 1

From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

Step 2

Choose Entry Point.

Step 3

Click + New Entry Point.

Step 4

In the General Settings area, enter the following settings:

Setting

Description

Name

The name of the entry point.

Note	The Name can’t exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

Description

A short description of the entry point.

Channel Type

Choose a channel type, such as Telephony, Email, and Chat.

The default channel type is Telephony.

Step 5

In the Advanced Settings area, enter the following settings:


Setting	Description
Service Level Threshold	Enter the duration for which a customer request can be in a queue before the system flags it as outside the service level. If the agent completes a customer service request within this time interval, the system considers it within the service level.
Time Zone (Routing Strategies Only)	(Optional) Enter the time zone that routing strategies use for this entry point. The default time zone is the time zone of the tenant.

Step 6

Click Save.

Procedure