Managing records displayed in the home page via regular and blind queues
The list of records displayed on the home page tabs depends on the queue type, which can be "regular" or "blind".
Regular queues display lists of records, and the employee can select which record to process. The order of the records depends on the sorting rules of the home page records.
Blind queues display:
-
The [Next record] button which initiates the processing of the next record in the queue. The processing order depends on the sorting rules of the home page records.
-
The list of records for which the processing started, but has not been completed yet.
Use the [Maximum number of records in progress for a blind queue] system setting to limit the maximum number of records which can be displayed in the list of a blind queue. By using this system setting, you can limit the number of cases in progress shown to the agent in order to increase the case resolution efficiency.
By default, the [Maximum number of records in progress for a blind queue] system setting is set to “1”. Thus, the home page working area shows either the [Next record] button or a single record if the processing of this record has not been completed.
If you increase the value of this system setting, the agent will be able to continue working with the record in progress or take the next record in the queue for processing as long as the number of displayed records is not at maximum. When the number of displayed records reaches the maximum, the [Next record] button becomes unavailable.
For example, the value of the [Maximum number of records in progress for a blind queue] system setting has been set to “3”.
The employeewho has started processing one or two caseson the home page will see both the list of his cases in progress and the [Next record] button (Fig. 1). The employee can choose to continue processing the cases in the list or take a new record.
If the employee takes a third case, it will be added to the list in the home page working area and the [Next record] button will be unavailable, so in order to be able to take another new case for processing, the agent must resolve at least one of the currently open cases.
See also
•Sorting records on the home page
•Processing cases from a regular queue in the home page.
•Processing cases from a blind 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
