The content of static queues is formed manually and is not updated automatically. The static queues can be used for cold calls to a predefined group of contacts to inform them about events.
Let's look closer at an example of creating and populating the static queues for the cold calls to the new customers. To do this:
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Go to the Queues section.
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Open the Queues setup view and add a new element.
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Specify the name of the queue on the new page, for example, “New customers”.
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Select the priority for the queue. The queue priority influences the display order of the queue elements on the agent desktop.
Note. Learn more about elements sorting order on the agent desktop from a separate article.
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Select a system object in the Queue type field. In our case, it is “Contact”. You can customize queue objects in the Queue objects lookup by clicking the Queue sorting setup action in the Queues section. After saving the queue you cannot change its type.
Note. The selected object defines the queue type - regular or blind.
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Select the "In progress" queue status.
Note. The agent desktop displays only active queues. The status of active queues is “In progress”. By default, the status is "Active".
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Specify a pre-configured business process in the Process field. The selected business process will be run each time an agent takes an element from the queue.
Note. For queues by the “Contact” object, it is necessary to create a business process in Creatio on the agent desktop. To be able to use a process in a queue, add two global parameters to it: “queueelementId” and “entityRecordId” with the "Unique identifier” type. 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.
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Select the Fill in manually option on the Queue population tab in the Queue population type fields group.
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Go to the Queue population detail, to populate the queue. From the New button menu, select the New folder option and specify the pre-configured folder in the Contacts section for example, ”New customers”. As a result, the contacts, who are included in the selected folder will be added to the queue content. You can edit the content of the static queue by adding or deleting the elements manually. The agent desktop will display the queue content on the Contacts tab.
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To form a list of agents to process the queue, go to the Team tab. Click the New button and select the required employees. The selected contacts can process the content of the queue from the agent desktop.
Attention. Only those agents who have the Active checkbox selected on the Team tab can process the queues. By default, this checkbox is selected 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.