Blind queue workflow
Let's take a look at the typical procedure to process cases via the agent desktop using a blind queue. When an employee takes a case from the queue, the “Processing order in Agent desktop queue” business process is run.
note
You can set up another business process to handle your cases.
To start working on a case from a regular queue:
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On the corresponding tab of the agent desktop, click the Next record button (Fig. 1).
When an agent takes a case, other agents will not be able to process the case on the agent desktop.
Fig. 1 Taking a case from a regular queue