Processing applications from a blind queue in the home page
Let's take a look at the typical procedure to process applications via the home page using a blind queue. When a verifier takes an application 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 applications in your bank.
To start working on a applicationfrom a regular queue:
1.On the corresponding tab of the agent desktop, click the [Next record] button (Fig. 1).
When the verifier takes a case, it will become unavailable to other verifiers
Fig. 1 Taking a case from a regular queue
As a result, the page of an application that must be processed next, will open. The algorithm used to select an application takes into account the priorities of the queues and the inner sorting rules set up for the given queue. (2.).
Note
Learn more about elements sorting order on the home page from a separate article.
2. Perform one of the following actions:
• To handle the application, click the activity header on the action panel and specify the verification results in the opened window.
After you save the page, the [Home page] section will be displayed again. The processed application will be removed from the queue.
•To postpone processing the application 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 application will not be displayed in the home page until the specified processing time comes. At the scheduled time, the application will be displayed on the home page tab only for the employee who has started handling the case. Along with this, the [Next record] button will be available or unavailable based on the maximum number of applications 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 application, click the [Re-queue] button.
The [Home page] section will be displayed again. application will be placed at the end of the queue regardless of the record sorting rules of this queue. application will come after having processed the cases which are on the higher positions in the queue.
•To cancel processing the application, click the [Cancel] button.
The [Home page] section will be displayed again showing the application which has been canceled. Along with this, the [Next record] button will be available or unavailable based on the maximum number of applications 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 applications from a regular queue in the home page.
•How to process cases from incoming calls on the agent desktop 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
