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:
  1. Log in to Administration Console as a GA, an OA, or a QM.
  2. Activate the
    Case Management
    tab.
  3. Under the
    Queue Management
    section, click the
    Manage Queues
    link to display the Manage Queues page.
  4. From the
    Select Organization
    list, specify the Organization for which you want to create a Queue.
    The updated page appears.
  5. Click
    Create New Queue
    .
    The updated page appears.
  6. Specify the
    Queue Name
    .
  7. Specify a
    Display Name
    for the queue.
  8. Specify the
    Queue Description
    , if required.
  9. In the
    Assign Administrators
    section:
    1. From the
      Administrators
      list, select the required administrators that you want to assign to the queue.
    2. Click the
      >
      button to move the selected administrators to the
      Selected Administrators
      list.
    If you want to move all the
    Administrators
    to the
    Selected Administrators
    list, then click the
    >>
    button to do so.
  10. 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.
  11. In the
    Retention Policy
    list, select
    one
    of 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 a
    Retention Policy
    of
    Auto Escalate
    because there is no higher level to which the case can be escalated.
  12. (Only if you have
    Set the Queue Level
    to
    1
    in Step 10) In the
    Criteria
    section:
    1. Define the criteria (
      Risk Advice
      or
      Matched Rule
      ) to determine which cases are added to the queue.
    2. Select the operator and value from the corresponding drop-down lists.
    3. Click
      Add
      to add the expression to the expression area.
    4. 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.
  13. In the
    Order By
    section:
    1. 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
    2. Specify the order by which you want to order the corresponding element. The options available are:
      • Ascending
      • Descending
  14. Click
    Save
    to save the updates you made on the screen and create the Queue.
  15. Refresh the organization cache for the changes to take effect.
    1. Ensure that you are logged in with the required privileges and scope to refresh the organization cache.
    2. Activate the
      Organizations
      tab.
    3. Under the
      Manage Organizations
      section, click the
      Search Organization
      link to display the Search Organization page.
    4. Enter the complete or partial information of the organization you want to search and click
      Search
      .
      A list of organizations matching the search criteria appears.
    5. Select the organizations whose cache you want to refresh.
    6. Click
      Refresh Cache
      .
    7. Click
      OK
      in the dialog box to confirm your cache refresh request.
    A message with a Request ID for the current cache refresh request is displayed. You can check the status of your cache refresh request by clicking the
    Check Cache Refresh Status
    link and selecting this
    Request 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:
  1. Log in to Administration Console with the necessary privileges to manage Queues.
  2. Activate the
    Case Management
    tab.
  3. Under the
    Queue Management
    section, click the
    View Queue Status
    link to display the Queue Status page.
  4. From the
    Select Organization
    list, select the Organization whose Queue Status you want to view.
    The page with the updated Queue details appears.
    appear separately along with
    Inbound 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 the
    View Queue Status
    link to display the corresponding page, and then clicking the link in the
    Queue Name
    column corresponding to the queue you want to update.
  • By using the
    Manage Queues
    link under the
    Queue Management
    section.
To update the status of the Queue by using the latter option:
  1. Log in to Administration Console with the necessary privileges to manage Queues.
  2. Activate the
    Case Management
    tab.
  3. Under the
    Queue Management
    section, click the
    Manage Queues
    link to display the Manage Queues page.
  4. From the
    Select Organization
    list, select the Organization whose Queue Status you want to update.
  5. From the
    Queue Name
    list, select the name of the queue you want to manage.
    The updated page appears.
  6. Specify the
    Queue Description
    , if required.
  7. In the
    Assign Administrators
    section:
    1. From the
      Administrators
      list, 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.
    2. Click the
      >
      button to move the selected administrators to the
      Selected Administrators
      list.
      If you want to move all the
      Administrators
      to the
      Selected Administrators
      list, then click the
      >>
      button to do so.
  8. Set the
    Retention Policy
    to
    Auto Escalate
    or
    Auto Expire
    and specify the required duration after which the case will be escalated or expired, respectively.
  9. (If you chose a Queue other than DEFAULT Queue and if the queue level is 1) In the
    Criteria
    section:
    1. Define the criteria (
      Risk Advice
      or
      Matched Rule
      ) to determine which cases are added to the queue.
    2. Select the data item, operator, and value from the corresponding drop-down lists to define the criteria.
  10. In the
    Order By
    section:
    1. 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
    2. Specify the order (
      Ascending
      or
      Descending
      ) by which you want to order the corresponding element.
  11. Click
    Save
    to save the updates you made on the screen.
  12. Refresh the organization cache for the changes to take effect.
    1. Ensure that you are logged in with the required privileges and scope to refresh the organization cache.
    2. Activate the
      Organizations
      tab.
    3. Under the
      Manage Organizations
      section, click the
      Search Organization
      link to display the Search Organization page.
    4. Enter the complete or partial information of the organization you want to search and click
      Search
      .
      A list of organizations matching the search criteria appears.
    5. Select the organizations whose cache you want to refresh.
    6. Click
      Refresh Cache
      .
    7. Click
      OK
      in the dialog box to confirm your cache refresh request.
    A message with a Request ID for the current cache refresh request is displayed. You can check the status of your cache refresh request by clicking the
    Check Cache Refresh Status
    link and selecting this
    Request 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:
  1. Log in as a GA, an OA, or a QM.
  2. Activate the
    Case Management
    tab.
  3. Under the
    Queue Management
    section, click the
    Rebuild Queues
    link to display the Rebuild Queues page.
  4. Do one of the following:
    • Select
      All Organizations
      if you want the QM to rebuild the queues for all organizations in their purview.
    • Select the required organizations from the
      Available Organizations
      list and click the
      >
      button to add these organization to the
      Selected Organizations
      list.
      The
      Available Organizations
      list displays all the organizations that are available in the scope of the logged in administrator. The
      Selected Organizations
      displays the list of organizations that you have selected for the administrator to manage.
  5. Click
    Rebuild
    to 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.
  1. Log in as a GA, an OA, or a QM.
  2. Activate the
    Case Management
    tab.
  3. Under the
    Queue Management
    section, click the
    Manage Queues
    link to display the Manage Queues page.
  4. From the
    Select Organization
    list, select the Organization whose Queue Status you want to update.
  5. From the
    Queue Name
    list, select the name of the queue you want to disable.
    The updated page appears.
  6. Click
    Disable This Queue
    to disable the queue.
  7. Refresh the organization cache for the changes to take effect.
    1. Ensure that you are logged in with the required privileges and scope to refresh the organization cache.
    2. Activate the
      Organizations
      tab.
    3. Under the
      Manage Organizations
      section, click the
      Search Organization
      link to display the Search Organization page.
    4. Enter the complete or partial information of the organization you want to search and click
      Search
      .
      A list of organizations matching the search criteria appears.
    5. Select the organizations whose cache you want to refresh.
    6. Click
      Refresh Cache
      .
    7. Click
      OK
      in the dialog box to confirm your cache refresh request.
    A message with a Request ID for the current cache refresh request is displayed. You can check the status of your cache refresh request by clicking the
    Check Cache Refresh Status
    link and selecting this
    Request 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:
  1. Log in as a GA, an OA, or a QM.
  2. Activate the
    Case Management
    tab.
  3. Under the
    Queue Management
    section, click the
    Manage Queues
    link to display the Manage Queues page.
  4. From the
    Select Organization
    list, select the Organization whose Queue Status you want to update.
  5. From the
    Queue Name
    list, select the name of the queue you want to enable.
    The updated page appears.
  6. Click
    Enable This Queue
    to enable the queue.
  7. Refresh the organization cache for the changes to take effect.
    1. Ensure that you are logged in with the required privileges and scope to refresh the organization cache.
    2. Activate the
      Organizations
      tab.
    3. Under the
      Manage Organizations
      section, click the
      Search Organization
      link to display the Search Organization page.
    4. Enter the complete or partial information of the organization you want to search and click
      Search
      .
      A list of organizations matching the search criteria appears.
    5. Select the organizations whose cache you want to refresh.
    6. Click
      Refresh Cache
      .
    7. Click
      OK
      in the dialog box to confirm your cache refresh request.
    A message with a Request ID for the current cache refresh request is displayed. You can check the status of your cache refresh request by clicking the
    Check Cache Refresh Status
    link and selecting this
    Request 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:
  1. Log in as an OA or a QM.
  2. Activate the
    Case Management
    tab.
  3. Under the
    Queue Management
    section, click the
    Manage Queues
    link to display the Manage Queues page.
  4. From the
    Select Organization
    list, select the Organization whose Queue Status you want to update.
  5. From the
    Queue Name
    list, select the name of the queue you want to delete.
    The updated page appears.
  6. Click
    Delete This Queue
    to delete the Queue.
  7. Refresh the organization cache for the changes to take effect.
    1. Ensure that you are logged in with the required privileges and scope to refresh the organization cache.
    2. Activate the
      Organizations
      tab.
    3. Under the
      Manage Organizations
      section, click the
      Search Organization
      link to display the Search Organization page.
    4. Enter the complete or partial information of the organization you want to search and click
      Search
      .
      A list of organizations matching the search criteria appears.
    5. Select the organizations whose cache you want to refresh.
    6. Click
      Refresh Cache
      .
    7. Click
      OK
      in the dialog box to confirm your cache refresh request.
    A message with a Request ID for the current cache refresh request is displayed. You can check the status of your cache refresh request by clicking the
    Check Cache Refresh Status
    link and selecting this
    Request ID
    .
You
cannot
delete the DEFAULT Queue.