Working with Case Queues
A Case Queue (or simply a Queue) is a list of cases that are grouped based on criteria, such as Date Created, Date Updated, Number of Open Transactions, and Next Action Date. RA supports multiple Queues for each organization in the system.
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A Case Queue (or simply a Queue) is a list of cases that are grouped based on criteria, such as
Date Created
, Date Updated
, Number of Open Transactions
, and Next Action Date
. RA supports multiple Queues for each organization in the system.This topic guides you through the following tasks:
How to Create a Queue
Only a GA, an OA, or a Queue Manager (QM) can perform the tasks (for the organizations that are in their scope) described in this topic. The MA, UAs, FAs, and CSRs
cannot
perform these tasks.A Queue Manager can create a new Queue by specifying the name, description, criteria, and priority for the queue. The Queue Manager also assigns administrators to a Queue. An administrator can be assigned to multiple Queues, and multiple administrators can be assigned to the same Queue.
To create a queue:
- Log in to Administration Console as a GA, an OA, or a QM.
- Activate theCase Managementtab.
- Under theQueue Managementsection, click theManage Queueslink to display the Manage Queues page.
- From theSelect Organizationlist, specify the Organization for which you want to create a Queue.The updated page appears.
- ClickCreate New Queue.The updated page appears.
- Specify theQueue Name.
- Specify aDisplay Namefor the queue.
- Specify theQueue Description, if required.
- In theAssign Administratorssection:
- From theAdministratorslist, select the required administrators that you want to assign to the queue.
- Click the>button to move the selected administrators to theSelected Administratorslist.
If you want to move all theAdministratorsto theSelected Administratorslist, then click the>>button to do so. - Set the Queue Level.This release of RA allows you to set up to four levels for Queues. Queues that are created by default when an organization is created are assigned to Level 1. Before creating Queues at a level other than Level 1, you must ensure that a Queue exists at the preceding level.Once you assign the Queue level, you cannot edit it.For more information about Queue levels, see Case Queues.
- In theRetention Policylist, selectoneof the following:
- Auto Escalate: The case is automatically escalated to the next queue level if the case has not been worked on for the specified number of Hours.
- Auto Expire: The case automatically expires if it has not been worked on for the specified number of Hours.
A queue that is already at the highest level cannot have aRetention PolicyofAuto Escalatebecause there is no higher level to which the case can be escalated. - (Only if you haveSet the Queue Levelto1in Step 10) In theCriteriasection:
- Define the criteria (Risk AdviceorMatched Rule) to determine which cases are added to the queue.
- Select the operator and value from the corresponding drop-down lists.
- ClickAddto add the expression to the expression area.
- Use the AND, OR, (, or ) operators to combine fragments and build the final criteria expression.Cases that match this expression will be assigned to the queue you create.For queues at levels other than 1, Criteria is not required because there exists only one queue at those levels and all cases for that level would be assigned there.
- In theOrder Bysection:
- Specify the element by which you want to sort the Queue. The options available are:
- Next Contact Date
- Date Created
- Date Updated
- Number of Open Transactions
- Risk Advice
- Risk Score
- Specify the order by which you want to order the corresponding element. The options available are:
- Ascending
- Descending
- ClickSaveto save the updates you made on the screen and create the Queue.
- Refresh the organization cache for the changes to take effect.
- Ensure that you are logged in with the required privileges and scope to refresh the organization cache.
- Activate theOrganizationstab.
- Under theManage Organizationssection, click theSearch Organizationlink to display the Search Organization page.
- Enter the complete or partial information of the organization you want to search and clickSearch.A list of organizations matching the search criteria appears.
- Select the organizations whose cache you want to refresh.
- ClickRefresh Cache.
- ClickOKin the dialog box to confirm your cache refresh request.
Check Cache Refresh Statuslink and selecting thisRequest ID.
How to View Queue Status
On the Queue Status page, you can view the latest statistics related to the
DEFAULT
Queue. The statistics you can view are:- Total Open Cases
- Total Diarized Cases
- In-Progress Cases
- Total Cases
- Number of Administrators Assigned
It also shows the details of the
Cases Handled in Last 8 Hours
.To view a queue's status:
- Log in to Administration Console with the necessary privileges to manage Queues.
- Activate theCase Managementtab.
- Under theQueue Managementsection, click theView Queue Statuslink to display the Queue Status page.
- From theSelect Organizationlist, select the Organization whose Queue Status you want to view.The page with the updated Queue details appears.appear separately along withInbound Cases (In-Progress).
How to Update Queue Status
You can update the status of the Queue by using any one of the following methods:
- By clicking theView Queue Statuslink to display the corresponding page, and then clicking the link in theQueue Namecolumn corresponding to the queue you want to update.
- By using theManage Queueslink under theQueue Managementsection.
To update the status of the Queue by using the latter option:
- Log in to Administration Console with the necessary privileges to manage Queues.
- Activate theCase Managementtab.
- Under theQueue Managementsection, click theManage Queueslink to display the Manage Queues page.
- From theSelect Organizationlist, select the Organization whose Queue Status you want to update.
- From theQueue Namelist, select the name of the queue you want to manage.The updated page appears.
- Specify theQueue Description, if required.
- In theAssign Administratorssection:
- From theAdministratorslist, select the required administrators that you want to assign to the queue.To select more than one administrator, press the SHIFT key and click the required administrators.
- Click the>button to move the selected administrators to theSelected Administratorslist.If you want to move all theAdministratorsto theSelected Administratorslist, then click the>>button to do so.
- Set theRetention PolicytoAuto EscalateorAuto Expireand specify the required duration after which the case will be escalated or expired, respectively.
- (If you chose a Queue other than DEFAULT Queue and if the queue level is 1) In theCriteriasection:
- Define the criteria (Risk AdviceorMatched Rule) to determine which cases are added to the queue.
- Select the data item, operator, and value from the corresponding drop-down lists to define the criteria.
- In theOrder Bysection:
- Specify the element by which you want to sort the Queue. The options available are:
- Next Contact Date
- Date Created
- Date Updated
- Number of Open Transactions
- Risk Advice
- Risk Score
- Specify the order (AscendingorDescending) by which you want to order the corresponding element.
- ClickSaveto save the updates you made on the screen.
- Refresh the organization cache for the changes to take effect.
- Ensure that you are logged in with the required privileges and scope to refresh the organization cache.
- Activate theOrganizationstab.
- Under theManage Organizationssection, click theSearch Organizationlink to display the Search Organization page.
- Enter the complete or partial information of the organization you want to search and clickSearch.A list of organizations matching the search criteria appears.
- Select the organizations whose cache you want to refresh.
- ClickRefresh Cache.
- ClickOKin the dialog box to confirm your cache refresh request.
Check Cache Refresh Statuslink and selecting thisRequest ID.
How to Rebuild a Queue
The Case Management Server rebuilds the Queues at pre-configured intervals. The default value is 1800 seconds. The GA can change this value at the global level for all organizations by configuring the
Frequency of Automatic Queue Rebuild Schedule (in Seconds)
parameter in the Miscellaneous Configurations page.There may be a need to rebuild a Queue before the automatic rebuild time in the following cases:
- A new Queue is defined.
- One or more Queue definitions have changed.
- When a Queue has been enabled, disabled, or deleted.
In such cases, the Queue Manager can rebuild the queue using the Rebuild Queues page.
You can only rebuild Level 1 queues. Queues at other levels are rebuilt when the case is escalated or when the case expires.
Cases that are configured for escalation are marked with an internal case status of ESCALATED. After cases are marked as ESCALATED, queue rebuild for higher level queues, other than Level 1, is undertaken so that the escalated Cases are part of the next level queue and are available for working.
To rebuild a queue:
- Log in as a GA, an OA, or a QM.
- Activate theCase Managementtab.
- Under theQueue Managementsection, click theRebuild Queueslink to display the Rebuild Queues page.
- Do one of the following:
- SelectAll Organizationsif you want the QM to rebuild the queues for all organizations in their purview.
- Select the required organizations from theAvailable Organizationslist and click the>button to add these organization to theSelected Organizationslist.TheAvailable Organizationslist displays all the organizations that are available in the scope of the logged in administrator. TheSelected Organizationsdisplays the list of organizations that you have selected for the administrator to manage.
- ClickRebuildto rebuild the Queue for the selected organizations.
How to Disable a Queue
To be able to disable a Queue, you must ensure that you have the appropriate privileges and scope to do so. Only GAs, OAs, and QMs can disable Queues.
To disable a queue:
You can disable a lower level queue only after disabling the higher level queues. You cannot disable the DEFAULT Queue.
- Log in as a GA, an OA, or a QM.
- Activate theCase Managementtab.
- Under theQueue Managementsection, click theManage Queueslink to display the Manage Queues page.
- From theSelect Organizationlist, select the Organization whose Queue Status you want to update.
- From theQueue Namelist, select the name of the queue you want to disable.The updated page appears.
- ClickDisable This Queueto disable the queue.
- Refresh the organization cache for the changes to take effect.
- Ensure that you are logged in with the required privileges and scope to refresh the organization cache.
- Activate theOrganizationstab.
- Under theManage Organizationssection, click theSearch Organizationlink to display the Search Organization page.
- Enter the complete or partial information of the organization you want to search and clickSearch.A list of organizations matching the search criteria appears.
- Select the organizations whose cache you want to refresh.
- ClickRefresh Cache.
- ClickOKin the dialog box to confirm your cache refresh request.
Check Cache Refresh Statuslink and selecting thisRequest ID.
How to Enable a Queue
To enable a Queue, you must ensure that you have the appropriate privileges and scope. Only the GAs, OAs, and QMs can enable Queues.
To enable a queue:
- Log in as a GA, an OA, or a QM.
- Activate theCase Managementtab.
- Under theQueue Managementsection, click theManage Queueslink to display the Manage Queues page.
- From theSelect Organizationlist, select the Organization whose Queue Status you want to update.
- From theQueue Namelist, select the name of the queue you want to enable.The updated page appears.
- ClickEnable This Queueto enable the queue.
- Refresh the organization cache for the changes to take effect.
- Ensure that you are logged in with the required privileges and scope to refresh the organization cache.
- Activate theOrganizationstab.
- Under theManage Organizationssection, click theSearch Organizationlink to display the Search Organization page.
- Enter the complete or partial information of the organization you want to search and clickSearch.A list of organizations matching the search criteria appears.
- Select the organizations whose cache you want to refresh.
- ClickRefresh Cache.
- ClickOKin the dialog box to confirm your cache refresh request.
Check Cache Refresh Statuslink and selecting thisRequest ID.
How to Delete a Queue
You can delete a lower level queue only after deleting the higher level queues. Before you delete a queue, you must edit the queue definition such that no cases are present in this queue, refresh the cache, rebuild the queue, and then delete this queue. This ensures that cases, which were in this queue, are not lost.
To delete a queue:
- Log in as an OA or a QM.
- Activate theCase Managementtab.
- Under theQueue Managementsection, click theManage Queueslink to display the Manage Queues page.
- From theSelect Organizationlist, select the Organization whose Queue Status you want to update.
- From theQueue Namelist, select the name of the queue you want to delete.The updated page appears.
- ClickDelete This Queueto delete the Queue.
- Refresh the organization cache for the changes to take effect.
- Ensure that you are logged in with the required privileges and scope to refresh the organization cache.
- Activate theOrganizationstab.
- Under theManage Organizationssection, click theSearch Organizationlink to display the Search Organization page.
- Enter the complete or partial information of the organization you want to search and clickSearch.A list of organizations matching the search criteria appears.
- Select the organizations whose cache you want to refresh.
- ClickRefresh Cache.
- ClickOKin the dialog box to confirm your cache refresh request.
Check Cache Refresh Statuslink and selecting thisRequest ID.
You
cannot
delete the DEFAULT Queue.