Please note: changes that you make to the Queues and Teams listed on the Real-Time Operations page are only reflected for your individual view. It does not affect the Queues and Teams displayed to oth...
queues
How are Issues statuses updated by Auto-Assignment when an Agent marks themselves as Away?
When an Agent ends their shift and moves their open Issues back to the respective Queue (the Queue that those Issues were assigned to before they were assigned to the Agent), those Issues will either ...
How do I delete a Queue?
The functionality for deleting a Queue is to archive it. Archiving a Queue effectively removes it from the Dashboard and the list of active Queues on the Queues page. When a Queue is archived, all Iss...
How do I create a new Queue?
To create a new Queue, proceed as follows: 1. Navigate to the Settings, then under ‘Workflows’, select ‘Queues’ 2. On the page that appears, click the ‘+ New Queue’ button 3. The ‘New Qu...
Where do I manage Queues?
You can manage existing Queues and create new Queues by navigating to Settings, then selecting ‘Queues’ under the ‘Workflows’ category. On this page you will see a list of any existing Queues ...
What are Queues, and how do I use them?
A Queue is a grouping of Issues sorted by end user wait time with a built-in backlog line. Queues can be used in your workflow in a number of ways, as detailed below. This feature may be a good fit f...