Make certain you have the income or promotion management, customer support supervisor, program Administrator, or System Customizer protection role or equivalent permissions.
Look at the safety character
To produce another queue, choose New. To edit a queue, select the waiting line from the selection of queues, following pick Edit regarding command pub.
Sort: Identify perhaps the queue is an exclusive or general public waiting line. You need an exclusive queue to permit best a particular group of people to work with tasks within this waiting line.
Convert Incoming e-mail To Activities: Through the dropdown list, pick a price according to the kind of messages you want to trace as recreation.
Mailbox: A mailbox record for any waiting line try automatically produced and selected when you save your self the queue record. To update the mailbox details, find the mailbox title. Addiitional information: Make forward mailboxes or change mailboxes
When you look at the Record design and update guidelines part, put an archive manufacturing boost Rule record. Through the use of these formula, you’ll be able to instantly write or upgrade program or customized records with incoming tasks particularly email messages, social activities, or other customized strategies. Additional information: put up formula to automatically establish or update records
- This really is a main place to regulate guidelines across all recognized recreation such as out-of-the-box and custom activities associated with the waiting line.
- The Record creation boost guidelines area shows rules by using the e-mail task Conversation environment or Social Activity discussion environment hence have the same waiting line ID since queue.
- Multiple regulations with the same supply type and exact same waiting line can exists. Then when you select mail Activity sales options or Social task
Conversion Settings, the guideline because of the newest Last changed On date was used.
View waiting line items for a waiting line
The Queue Things part lists all tasks which happen to be possibly routed automatically because of the routing policies or manually allotted to the queue.
Path items to basic queues
For many covers which are immediately produced from inbound e-mail and social content, establish routing procedures to route the problems to queues. Subsequently, assign the things inside the waiting line to suitable representatives. Considerably more details: build guidelines to instantly route circumstances
Assign what to representatives
Queues display situation or activities as a group until normally removed from the waiting line or recognized by a person service representative who assumes duty for dealing with all of them. Representatives can choose the items on their own, or a consumer services manager can by hand approach these matters towards the agents, or even other queues, users, and teams.
To designate items in the waiting line to agents, select designate after selecting a number of products in the queues grid. From inside the Assign Queue box, you are able to decide to designate with other customers or groups.
- Whenever two agencies simultaneously put situations toward queue, the system creates two queue stuff in place of just one queue item.
- If you’ve created workflows or utilized custom API to designate instances to agencies while equivalent situation was assigned to two representatives simultaneously, then program produces two queue items in the place of an individual queue item.
- When a realtor selects an instance created by another representative and releases they from waiting line, the situation will get assigned to the waiting line manager rather than on the agent that created the situation.
If you picked the waiting line kind as exclusive, the USERS part appears. – Select Mix Current Individual. Just those customers which you create can perhaps work on products in this waiting line. If you add a group as a member, precisely the existing downline can access the queue. Unique team members must certanly be put manually for the waiting line to be able to access it.
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