How to sort queue elements on the agent desktop by the object columns
You can customize the display order of the queue elements by applying sorting by one or several columns of the queue object. For example, you can configure the cases to display in the ascending order of the registration date. The queue priority also influences the record sorting.
The sorting order of queue elements on the agent desktop is as follows:
1.By queue priority (if an agent works with several queues with the same queue object).
2.By sorting parameters specified in object. The parameters configuration applies to all queues generated by the current object.
Note
Learn more about elements sorting order on the agent desktop from a separate article.
To display cases with a high priority that were created earlier on the home page, you need to first set up the sorting conditions for the cases by priority and then by registration date. To do so:
1.Go to the [Queues] section.
2.Open the [Queues setup] view.
3.Select the [Queue sorting setup] action in the [Queues] section. The [Queue objects] lookup will open.
4.Select the "Cases" object at the top.
5.Click the [New] button at the bottom. In the new window, select the cases column for sorting. In this case, it is the [Priority] column.
6.Select the "Ascending" sorting order to display elements of a higher priority first (the [Case priorities] lookup should contain the following values: “1. Critical", "2. High", "3. Medium”, etc.).
7.Specify the sorting position. This value determines the order in which the sorting is executed by more than one column. In the field specify a whole integer number, for example, “1, 2, 3...”. The sorting is performed by the column with a higher position. Specify the "1" position for the [Priority] column (Fig. 1).
Fig. 1 Example of a queue object column
8.Add one more object column in the queue: [Title] – "Registration date", [Sorting order] – "Ascending", [Position] – "2".
9.Close the [Queue objects] lookup.
As a result, all the cases on the agent desktop Thus, the applications with critical priority will be processed first, then - the high priority applications, etc. Thus, taking this into account, the earliest records among those of critical priority will be processed first.
See also
•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 agent desktop
•Managing records displayed in the agent desktop via regular and blind queues
•Sorting records on the agent desktop
•Processing casesapplications from a regular queue in the agent desktop.
•Processing casesapplications from a blind queue in the agent desktop
