Configuring Queue Assignment Rules

This option assigns responses to a queue. If queue assignment rules are enabled, all incoming responses are assigned to a queue using the user defined queue assignment rules. If queue assignment rules are not enabled, all responses remain unassigned.

To create a queue assignment rule

1. Click Admin in the upper-right corner of the screen.

2. In the Response Management section, click Queue Assignment Rules.

3. Click New Rule.

   The New Queue Assignment Rule screen appears.

4. Enter the required descriptive information, and click Save.

5. On the Queue Assignment Rule Details screen, click Add Filters.

   The Define Filters screen appears.

6. Select the appropriate profile, attribute, operator from the list.

7. Select or enter the appropriate value.

8. Choose a queue from the Assign Response to Queue list.

9. Click Save.

   A queue must be created before rules can be defined.

10. On the Queue Assignment Rule Details screen, under the Preview And Activation section, click Activate.

    Only one rule can be activated at a time. However, a single rule can have many conditions.

To display the status of the contacts assigned

1. Click the Activities tab, and then Queues.

2. Search for and select the queue that you are interested in.