Processing cases from a blind queue in the home page
Let's take a look at the typical procedure to process cases via the home page using a blind queue. When takes a case from the queue, the business process is run “Processing order in Agent desktop queue”.
Note
You can set up another business process to handle the cases in your bank.
To start working on a casefrom a regular queue:
1.On the corresponding tab of the agent desktop, click the [Next record] button (Fig. 1).
When the employee takes a case, it will become unavailable for processing to other employees on the agent desktop on the home page .
Fig. 1 Taking a case from a regular queue
As a result, the page of a case that must be processed next, will open. The algorithm used to select a case takes into account the priorities of the queues and the inner sorting rules set up for the given queue. (Fig. 2).
Note
Learn more about elements sorting order on the home page from a separate article.
On the opened case page, you will find:
•The value in the [Status] field changed to “In progress”;
•The value in the [Category] field changed to “Incident”.
Fig. 2 — Page of the case in progress
2.Perform one of the following actions:
•To process the case, change its status. For example, specify the “Resolved” status.
After you save the page, the [Home page] section will be displayed again. The processed case will be removed from the queue.
•To postpone processing the case to another specific time, click the [Postpone till] button and enter the date and the time.
Click the [Submit] button to return to the home page. The case will not be displayed in the home page until the specified processing time comes. At the scheduled time, the case will be displayed on the home page tab only for the agent who has started handling the case. Along with this, the [Next record] button will be available or unavailable based on the maximum number of cases that can be assigned with the “In progress” status simultaneously for the blind queue. This value is specified in the [Maximum number of records in progress for a closed queue] system setting.
•To put off processing the case, click the [Re-queue] button.
The [Home page] section will be displayed again. The case will be placed at the end of the queue regardless of the record sorting rules of this queue. Time for processing such case will come after having processed the cases which are on the higher positions in the queue.
•To cancel processing the case, click the [Cancel] button.
The [Home page] section will be displayed again showing the case which has been canceled. Along with this, the [Next record] button will be available or unavailable based on the maximum number of cases that can be assigned with the “In progress” status simultaneously for the blind queue. This value is specified in the [Maximum number of records in progress for a closed queue] system setting.
Note
The way the records from a blind queue are displayed in the agent desktop is described in a separate article.
See also
•Managing records displayed in the home page via regular and blind queues
•Sorting records on the home page
•Processing cases from a regular queue in the home page.
•How to process cases from incoming calls on the home page
•How to set up a regular or a blind queue on the home page
•How to sort queue elements on the home page by the object columns
