Queue Assignments

Queue assignments connect playbooks to specific CCaaS queues so the coaching engine knows which playbooks to evaluate for each conversation. Navigate to Coaching > Queue Assignments in the portal.

imageQueue assignment page showing queues with assigned playbooks, priorities, and edit buttons

Queue assignments with playbook priority ordering

How It Works

When an agent starts a conversation:

1. The system identifies the agent's queue from the CCaaS session context
2. It loads all playbooks assigned to that queue, ordered by priority
3. During the conversation, the coaching engine evaluates customer utterances against the assigned playbooks
4. The first matching playbook (by priority) becomes the active coaching for that conversation

Assignment List

The page shows all configured queues (from Middleware > Queue Mapping) with their assigned playbooks:

Column	Description
Queue	The CCaaS queue name
Playbooks	Number of playbooks assigned
Details	Playbook names with priority order

Click Edit on a queue to manage its playbook assignments.

Assigning Playbooks

In the edit modal for a queue:

1. Click Add Playbook and select from available active playbooks
2. Configure the assignment settings (see below)
3. Repeat for additional playbooks
4. Click Save to apply

Assignment Settings

Each playbook assignment to a queue has these settings:

Setting	Default	Description
Priority	Auto-incremented	Evaluation order. Lower number = higher priority. The first matching playbook wins.
Allow Interrupt	Off	If enabled, a higher-priority playbook can take over mid-conversation if a new match is detected.
Resume After	Off	If enabled, after an interrupting playbook completes, coaching returns to the previous playbook.
Confidence Threshold	0.75	Minimum confidence score for this playbook to activate in this queue. Overrides the tenant default.

Priority Ordering

Playbooks are evaluated in priority order for each customer utterance. The first playbook whose condition matches with sufficient confidence becomes the active coaching.

TIP

Place your most specific playbooks at the highest priority (lowest number). Put catch-all or general playbooks at lower priority as fallbacks.

Interrupt Rules

By default, once a playbook is active, it stays active until the conversation ends. With Allow Interrupt enabled:

• If a customer utterance matches a higher-priority playbook mid-conversation, the coaching switches to the new playbook
• The agent sees a playbook change notification in the coach panel
• With Resume After enabled, once the interrupting playbook's steps are completed, coaching returns to the previous playbook

Maximum Active Playbooks

The tenant configuration sets a maximum number of playbooks that can be evaluated simultaneously per conversation (default: 5). This limits the overhead of checking many playbooks for every utterance.

If a queue has more assigned playbooks than the maximum, only the highest-priority ones (up to the limit) are evaluated.

Removing Assignments

In the edit modal, click the delete icon next to a playbook to remove the assignment. The playbook itself is not deleted -- only the assignment to this queue.

Queues Without Assignments

Queues with no playbook assignments will not receive deterministic coaching. If the tenant's coaching mode is hybrid or generative, agents on those queues may still receive AI-generated coaching from the knowledge base.