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.

Open

Queues List

Open

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”

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

Create Queue popup will be displayed

There are 2 Queue Types currently supporting:

• Case Queue: queue will be created to be used for Case Management

• Phone Queue: queue will be created to be used for phone calling.

Queue Details (view & update)

To view Queue Details, simply click on the Queue Name on Queue List

Queue Details Screen

Queue Information

• Queue Information at the right hand side

• To edit Queue Information just click on Edit button

• Update Queue popup will be displayed for editing

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

• Add a new member by clicking on + button

• 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

• Remove a member by clicking on delete action.

  • Note: Queue Owner cannot be deleted

Delete Queue

To delete a Queue, simply click on the delete action on Queue List

Confirmation message will be displayed. You just need to confirm your deletion and the selected Queue will be removed

Note: deletion is irreversible so be careful with this action.