How to create and populate a static queue

In static queues the content of the queue is formed manually and is not updated automatically. The static queues can be used for cold calls to a predefined group of contacts to inform them about events.

Let's look closer at an example of creating and populating the static queues for the cold calls to the unconfirmed contacts.

1. Go to the [Queues] section and create a new record.

2. Specify the name of the queue on the new page.

3. Select the priority for the queue. The queue priority influences the display order of the records on the agent desktop.

Note

Learn more about records sorting order within the agent desktop from a separate article.

4. Select a system object in the [Queue type] field. You can customize queue objects in the [Queue objects] lookup by clicking the [Queue sorting setup] action in the [Queues] section. After saving the queue you cannot edit the type.

Note

The selected object defines the queue type - regular or blind.

5. Check the "Active" queue status.

Note

The agent desktop displays active queues only. The status is active if the checkboxes are empty for the status in the [Queues status] lookup. By default, the status is "Active".

6. Select a preconfigured business process in the [Process] field. The selected business process will begin when an agent takes a record in the queue.

Note

It is necessary to create a business process in bpm’online ITIL service first.

7. Select the [Fill in manually] option on the [Queue population] tab in the [Queue population type] fields group.

8. Go to the [Queue population] detail, to form the content of the queue. From the [New] button menu, select the [New folder] option and specify the preconfigured folder in the [Contacts] section. As a result, the contacts who are included in the selected folder will be added to the queue content. You can edit the content of the static queue by adding or deleting the contacts manually. The agent desktop will display the queue content on the [Contacts] tab.

9. To form a list of agents to process the queue, go to the [Team] tab. Click the [New] button and select the required employees. The selected contacts can process the content of the queue from the agent desktop.

Attention

Only those agents can process the queues who have the [Active] checkbox selected on the [Team] tab. By default, the current ckeckbox is selected for all contacts added on the detail. You can remove the checkbox for certain agents, in this case the content will not be displayed for them from the agent desktop.