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Introduction
Queue can be used for setting up case management configurations.
Queue are created to group cases created for a specific case type so that it is easy to track and find related cases.
Example: Customer service tasks is a queue created to hold all cases created for Customer Service Case Type
Pre-requisites
In order to work with Queues, you will need below permissions:
View queues
Create queues
Update queues
Delete queues
Queues configurations can be found in Cogwheel > Queue.
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Queues List
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This is a list of queues created on Seamless.
Queues list table:
Name
Description
Owner
Created Date
Updated Date
Status
Organization
The default “My queue” filter will show you queues that you created. To check other queues, simply change it to “Other queue”
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Queues can be search by inputting Queue Name on the search box above.
Create a Queue
To create a queue, click on Create button on Queue List
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Create Queue popup will be displayed
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There are 2 Queue Types currently supporting:
Case Queue: queue will be created to be used for Case Management
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Field | Description | Comment |
|---|---|---|
Name | Name of the queue | |
Type | Queue Type - Case | |
Owner | The owner who will be responsibility to manage this Queue | The owner is a user in Seamless. Owner will be the default assignee when a case is created for this Queue |
Description | Provide additional information to describe this Queue |
Phone Queue: queue will be created to be used for phone calling.
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Field | Description | Comment |
|---|---|---|
Name | Name of the queue | |
Type | Queue Type - Case | |
Owner | The owner who will be responsibility to manage this Queue | The owner is a user in Seamless. Owner will be the default assignee when a case is created for this Queue |
Strategy | Phone strategy:
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Wrap Up Time | Time to wrap up the call | |
Description | Provide additional information to describe this Queue |
Queue Details (view & update)
To view Queue Details, simply click on the Queue Name on Queue List
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Queue Details Screen
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Queue Information
Queue Information at the right hand side
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To edit Queue Information just click on Edit button
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Update Queue popup will be displayed for editing
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Note: You cannot update Queue Type
Queue Member
Queue Member at the left hand side
This section is used to manage the team who are working with this Queue
The top list is the current members list
The bottom list contain applicable users that can be added as member
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Add a new member by clicking on + button
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Member will be added to the top list and can be assigned as Supervisor or Member
The role of user is currently for reference only. There is no different regard to permissions between Supervisor and Member
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Remove a member by clicking on delete action.
Note: Queue Owner cannot be deleted
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Delete Queue
To delete a Queue, simply click on the delete action on Queue List
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Confirmation message will be displayed. You just need to confirm your deletion and the selected Queue will be removed
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Note: deletion is irreversible so be careful with this action.