Emplifi Agent Queues

In Emplifi Agent, a queue can be thought of as a holding area for cases that need to be processed by an agent for a particular purpose. Actions are used to transfer cases into a queue, where they can be handled by agents on a first-in, first-out basis.

When agents are assigned to handle cases in a queue, they will see the name of the queue when they go to the Case Queues widget on the Home Page. (For more information about Case Queues, see Home Page Widgets Administration). Within this widget, the agents will see the name of each queue to which they are assigned, as well as the number of cases waiting to be processed in the queue. The agents can "pick" the next case waiting in the queue by either clicking the queue bar or the queue name.

Technically speaking, an Emplifi Agent queue is a special type of user. The "Case Queue" is simply a list of cases that have actions pending against them and a common responsible rep (the queue name). When an agent picks an item from a queue, that agent automatically becomes the responsible rep.

Creating a Queue

You can define a queue by adding another code to the B01 (Initial Rep) category, and changing the User Type to "Queue." For more information about Initial Rep, see System User Codes.