13.28.3.1 Define Queue Progression 13.28.1.1 Configure Communication Chat Channel 13.28.1.2 Configure Communication Email Channel 13.28.1.3 Configure Communication SMS Channel 13.28.1.4 Configure Communication Social Media Channel 13.28.1.5 Configure Communication Voice Channel 13.28.2.1 Configure Customer Engagement App Survey 13.28.2.2 Configure Customer Engagement IVR Survey