Manage queue objects
The Queues section lets you manage case processing sequence. Increase the efficiency of your contact center by creating queues tailored to your company-specific features, customer history, and case priority.
The Queues section provides contact center or support team supervisors with the instruments to efficiently manage incoming and outgoing communications. Customization lets you 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 objects, for example, orders or opportunities.
After the queues are set up, the Agent Inbox displays the list of records for processing. The content of the list depends on the following:
- the object for which the queue is created
- queue population type, static or dynamic
Out of the box, you can select "Account" (Account code), "Case" (Case code), "Contact" (Contact code), and "Order" (Order code) objects, but it is possible to set up queues for other objects. View the list of the queue objects in the Queue objects lookup.
Queues can be populated manually or automatically. Static queues are populated manually and are commonly used for campaigns that have a set timeframe and target audiences, such as limited-time promotional offers. Dynamic queues are populated automatically as the records are created or modified. For example, such queues are a good option for prioritizing the incoming cases. The type of queue population is determined when you create a queue.
See also
Get started with the Contact Center app
Migrate from Classic UI to Contact Center app