The [Queues] section enables you to manage calls and case processing sequence. Increase the efficiency of your contact center by creating queues tailored to your bank specific features, customer's history and cases priority.
The [Queues] section provides contact center supervisors with the instruments to efficiently manage incoming and outgoing communications. Customization enables you to plan for a constant flow of cases, define priorities and assign employees. Although typical queue elements are cases you can set up queues for other system objects, such as legal entities and contacts.
After the queues have been set up, the agent desktop home page will display the list of records for processing. The content of the list depends on the following:
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the object the queue is created for;
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queue population type (static or dynamic);
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queue display type (regular or blind).
Default queue objects include ”Contact”, ”Legal entity”, “Case”. You can set up queues for other objects. A list of the queue objects can be found in the [Queue objects] lookup. The content of all queues for each object will be displayed on a separate tab on the home page. For example, cases are displayed on the [Cases] tab of the home page.
Queues can be populated manually or automatically. STATIC queues are populated manually and are commonly used for campaigns with a set timeframe and target audiences, such as limited-time promotional offers. DYNAMIC queues are filled in automatically as the records are created or modified in the system. Such queues are a good option, e.g., for prioritizing the CC incoming cases. The type of queue population is determined when a queue is created.
You can also control whether the agents can choose which record to take next. When working with Open queues, agents can choose which record to take next. The order of the records depends on the record sorting rules on the home page. Agents who work with blind queues can take only the next record in queue. In a blind queue an agent can take next record only after processing the previous one.
Queues with one display type (open or closed) can be created for one object.
Note
Procedures for queue setup and operation for call center agents and supervisors also apply to Retail managers and their supervisors.
Contents
•How to create and populate a dynamic queue
•How to create and populate a static queue
•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
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.
