Set up regular and blind queues
The way how the agents will take the data from the queue for processing is determined by the queue type.
By default, the queues are regular. This means that an employee can determine the order of processing of records.
You can set up blind queues to have the agents process queue elements in a specific order. You can set up blind queues to have the agents process queue elements in a specific order.
This means that all case queues can either be regular or blind. The same applies to contact and account queues.
To set up a blind queue for cases:
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Go to the Queues section.
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Open the Queues setup view.
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Select the Queue sorting setup action in the Queues section. The Queue objects lookup will open.
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Select the "Case" object at the top and click the Edit button.
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Select the Blind queue checkbox in the opened window and click OK.