Customizable Menus: Incident queues

Using incident rules, you can route unresolved incidents into different queues based on the criteria you define. For example, you might add queues for different product lines or service areas. Or you might have a first tier for basic customer service and additional tiers for problems of increasing complexity.

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(Click to enlarge)

When you create profiles for staff accounts, you can assign one or more queues to each profile and specify how incidents are pulled from that queue. Based on their profile, agents can retrieve a specified number of incidents from the queues to which they have access.

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(Click to enlarge)

Queues also help you manage incident escalation to meet your organization’s SLAs, balance agent workload, and track agent productivity and efficiency.

The following steps provide an overview for managing queues:

  • Add queues
  • Assign queues to profiles
  • Create business rules to populate queues
  • Instruct agents about queues
  • Monitor queues

When you add an incident queue, you can define whether the queue uses a round-robin incident assignment and specify the queue as the default queue where unassigned incidents are routed. You can also delete queues from the Incident Queues editor. Before you can delete the incident queue, you must first edit the rules so they no longer use the queue.

Queue Type has the following options: Standard, Round Robin (All), or Round Robin (Logged In). A round-robin queue automatically assigns incidents in this queue to agents in a rotating fashion. If you select Round Robin (All), incidents are assigned to all staff members whose profile includes the queue, even if they are not logged in.