How to set up a regular or a blind queue on the agent desktop
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. Same applies to contact and account queues.
To set up a blind queue for cases:
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 "Case" object at the top and click the [Edit] button.
5.Select the [Blind queue] checkbox in the opened window and click [OK].
See also
•How to create and populate a dynamic queue
•How to create and populate a static queue
•How to sort queue elements on the agent desktop by the object columns
•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
