Reset Case Queues
Run this utility to reset the count of items in a Case Queue to the correct value. For more information, see Emplifi Agent Queues.
This utility needs to be ran often, or you can save it as a favorite and schedule it to run every hour, to keep the alert and warning statuses in synch.
Occasionally, the count on a Case Queue may become inaccurate. The count of items being displayed may not accurately reflect the number of items in the queue. This is particularly noticeable if there are no items in the queue, but the count is still showing as one or more. When an agent goes to pick an item from the queue, the system will return an error.
The log file that is generated by this utility will contain information indicating which queues were updated and the updated count of each queue. For details about log files, see the Utility Log Files section on page Utilities Overview.
To access the Reset Case Queues Utility:
From the Application Function Bar, select Utilities > Configuration Utilities > Reset Case Queues.
Utility Options
The following options are available for this utility:
Field | Description |
|---|---|
Case Queue | Select the name of the queue whose count needs to be reset. If this field is left blank, the utility will process all queues. |
Remove from Work Items display if zero | If this option is selected, a queue with zero items will not show up when a user looks at the Case Queues list under Work Items on the Workbench. (The queue will reappear in the display when items are added to it.) If this option is not selected, the queue will still show up, and the count of items will be zero. |
Count Only Open Cases | If this option is selected, only open cases will be processed. |