Version: 8.3Creatio Service

Create a static queue

The content of static queues is formed manually and is not updated automatically. For example, you can use static queues for cold calls to a predefined group of contacts to inform them about events.

Example

Create and populate a static queue for cold calls to new customers.

Go to the Queues section.
Open the Queues settings view → New queue. This opens a page.
Specify the name of the queue in the Name field.
Select the priority for the queue in the Priority field. The queue priority influences the display order of the queue elements in the Agent Inbox. Learn more: Sort queue elements.
Select an object in the Queue type field. For this example, it is "Contact." You can customize queue objects in the Queue objects lookup by clicking the Queue sorting setup action in the Queues section. The queue type becomes non-editable after you save the queue.
Select the "In progress" queue status. The Agent Inbox displays only active queues. The status of active queues is "In progress". Out of the box, the status is "Planned."
Select a business process in the Process field. Creatio runs the selected business process each time an agent takes an element from the queue. This example requires a custom business process.

To be able to use a process in a queue, add the following global parameters that have the "Unique identifier" type to it:
- queueelementId
- entityRecordId
The record ID from the Queue element object is passed to the queueelementId parameter, and the contact/case/application record ID is passed to the entityRecordId parameter.
Go to the Queue population tab → Queue population type field group → select Fill in manually.
Go to the Queue population detail → → New folder → specify the pre-configured folder in the Contacts section. For example, "New customers." Creatio will add the contacts included in the selected folder to the queue content. You can edit the content of the static queue by adding or deleting the elements manually. The Agent Inbox will display the queue content.
Go to the Team tab to form a list of agents who process objects from the queue. Click → select the required employees. The selected contacts can process the content of the queue from the Agent Inbox.

Only those agents whose status is Active on the Team tab can process the queues. Out of the box, this parameter is true for all contacts on the detail. You can clear the checkbox for certain agents. In this case, the queue elements of the queue will not be displayed on the agent desktop for these agents.

See also​

See also