3Queues

This chapter contains the following:

Overview of Queues

Queues are a collection of work items. You use queues to channel work to the right agents for resolution. For example, you might want to have queues that channel work items to agents that meet these criteria:

  • Work in certain locations, such as New Jersey

  • Speak a certain language, such as Spanish

  • Have a certain skill, such as ASE certification

  • Work the night shift, or have a combination of many different skills

There are several pieces involved in how a work item gets to an agent to work on. You set up queues and assign agents to them. Then you assign work items to queues either manually or automatically. Finally agents manually pick up work items from the queue or are automatically assigned work items using Omnichannel.

You can enable or disable queues, and place queues inside other queues. You can also set the priority of each work item within a queue.

Default Queue

If you have enabled Omnichannel, there's a ready-to-use queue named Default. Although you can add agents and teams to this queue, you can't modify or delete it. Also, be aware that the Default queue contains work items that you can't place in any other queue because they don't match any of the defined assignment rules.

Note: The preferred way of assigning an SR to a queue is by using Omnichannel assignment.

Lets' say you have enabled Omnichannel for SR assignments. And suppose you're assigning SRs to the Default queue either manually or automatically by using assignment rules or groovy scripts. In such cases, it's recommended that you assign active agents for the Default queue, so SRs can be assigned to the agents.

Here's some additional information about the Default queue:

  • When Omnichannel is enabled, automatic assignment of SRs to agents is always enabled on the Default queue.

  • If you don't assign agents for the Default queue, SRs assigned to the Default queue could grow exponentially over time. And this causes the application to slow down.

  • SRs that don't match any rules are assigned to the Default queue only when Omnichannel is enabled.

  • If Omnichannel is disabled, SRs aren't automatically assigned to agents on any queue, including the Default queue.

Assignments

How to Assign Agents to Work Items

You can assign agents manually or automatically based on the Distribution option you select for the queue.

In a manual queue, the service manager or an agent with the right permissions assigns or reassigns each work item to an agent. Agents can also assign work items to themselves.

In an automatic queue, assignment of work items is automatic, based on assignment rules. Agents assigned to the queue can receive work items if they meet all of these criteria:

  • Signed in to the application

  • Available to accept work orders

  • Have the capacity to take on more work

Note: Remember, you can use automatic queues only if your administrator has enabled Omnichannel.

When you assign agents to multiple queues, be aware that capacity limits are calculated for individual queues. So, if you assign an agent to multiple queues they may get overloaded.

Work with Queues

You must be a service administrator or service manager to do this task.

  1. Click Navigator > Queues.

  2. On the Queues page, click Create Queue.

  3. In the Create Queue dialog box, give the queue a name and, if needed, a description.

  4. Select the Enabled check box.

    Your queue must be enabled before you can add work items to it.

  5. For the Distribution option, select Manual or Automatic.

    • Select Manual if you want to add work items and assignments to this queue manually.

    • Select Automatic if you want Assignment Manager to do it for you.

  6. (Optional) The Routing option is applicable only if you select the Automatic distribution option in the previous step. Select one of the following:

    • Select Use Omnichannel Routing if you want to use the built-in Omnichannel routing for this queue. This option is selected by default.

    • Select Use Third-Party Routing if you want the work objects from this queue to be routed to a third-party routing service.

      Note: To use this service, you must register the partner. For more information about registering the partner using REST APIs, see the REST API for Oracle CX Sales.
      • From the External Partner drop-down list, select the partner.

  7. (Optional) If applicable, select the Assign pending interactions to overflow resources check box.

    Note: Only if you select the Use Omnichannel Routing option, you can see the Overflow Criteria section of the page. This section is applicable only when you want to enable overflow resources for a queue.

    For more information, see "Add Overflow Queues to a Queue" and "Enable Overflow Resources for a Queue".

  8. Do one of the following:

    • Click Save and Close if you're done.

    • Click Save and Continue if you want to add agents and teams to your new queue.

Edit a Queue

You can rename a queue, enable or disable it, or set it to be manual or automatic.

Make sure you understand the consequences of the changes you're about to make, though. Refer to the Changing Queue Properties topic for more information.

  1. Open the Queues list.

  2. On the Summary page, click the queue name, and make your changes.

  3. Click Save and Close to close the window after saving, or click Save to save without closing the window.

Here's what happens when you change the properties of an existing queue.

Change What happens What you need to do

Disable an active queue

  • The queue still appears in the UI in the Queues list. It doesn't appear in other locations, such as when editing an SR, or in searches during a queue assignment.

  • Assignment Manager continues to assign work items to the queue without assigning an agent (just like in a manual queue).

  • Any unassigned work items in the queue remain unassigned.

  • Delete any assignment rules associated with the queue.

  • Manually assign any unassigned work items in the queue.

Change an automatic queue to manual

Any new or existing work items in the queue are no longer automatically assigned.

Manually assign these work items.

Change a manual queue to automatic

  • Existing work items in the queue at the time of the change aren't routed automatically.

  • Any new work items that come into the queue are routed automatically.

Manually assign existing work items.

Rename a queue

Renaming a queue doesn't affect work items already in a queue. However, Assignment Manager will continue to assign work items to the renamed queue using the existing assignment rules.

You don't need to do anything.

You can delete a queue in most cases, but there are exceptions. You can't delete the default queue and queues with open work items and assignment rules.

To delete a queue, just do this:

  1. Open the Queues list.

  2. On the Summary page, click Actions, and then Delete Queue.

Search for a Queue

On the Queues page, you can search for specific queues based on any of the following criteria:

  • Name

  • Description

  • Distribution type

  • Whether the queue is enabled or disabled

  1. On the Queues page, click the View drop-down list.

  2. Click Query by Example.

    A search row with boxes appears at the beginning of the list of queues.

  3. In the search row, specify one or more of the following queue attributes:

    • Name of the queue

    • Description of the queue

    • Enabled, Disabled, or All, depending on the type of queue you're searching for

      1. Click in the search box for the Enable column.

      2. From the three options displayed, select the one that you want.

    • Distribution type of the queue: Auto, Manual, or All

      1. Click in the search box for the Distribution column.

      2. From the three options displayed, select the one that you want.

    One or more queues that fulfill your selection criteria are displayed.

  4. Select the queue that you want from the list.

Queue Owners

Why You Assign a Queue Owner

Sometimes, you may have specific customer requests such as a request for information or creating a demonstration. Or, your company may have service requests (SRs) that can run a month or more. It's a good idea to manually assign such cases to the suitable resources.

For this, you need to assign queue owners for specific queues. When a new work item is assigned to a queue, the queue owner receives a notification. If required, he can override the automatic assignment of an SR and manually assign the SR to a specialized or specific resource. If he thinks that the automatic assignments are fine, he need not take any action.

Note: If you're a service administrator or service manager, you can assign owners to queues on the Queues page. Depending on your settings, you can also assign queue owners while creating or editing a queue.

You must complete the following processes:

  • Add the Queue Owner field to the page layouts for queues (You need to do this step only once.)

  • Assign a queue owner for a queue

Add the Queue Owner to the Page Layouts for Queues

You need to do this process only once.

To add the Queue Owner field to the page layouts for queues:

  1. Sign in to the application as an administrator or setup user.

  2. Within a sandbox, navigate to Application Composer.

  3. In the Application field, select CRM Cloud from the drop-down list.

  4. Search for Queue.

  5. Click Standard Objects > Queue.

  6. Click Pages.

  7. Depending on your company's requirements, add the Owner field to some or all of the following page layouts for queues: Landing Page Layouts, Creation Page Layouts, and Details Page Layouts.

Assign an Owner to a Queue

Once you add the Queue Owner field to the queues page layouts, you can assign an owner to a queue anytime.

  1. On the Queues page, select the name of the queue for which you want to assign an owner.

  2. In the Name column, click the name of the queue.

  3. In the Summary page, click the Owner drop-down list.

  4. Search for and click the name of the owner from the displayed list.

    Note: You can also start typing the name that you're searching for, and click Search.
  5. Click Save.

The queue is assigned to the owner that you selected.

Note: You can also assign a queue owner to a queue while creating or editing a queue, depending on how you modify your page layouts.

Add Resources and Resource Teams to a Queue

You use a queue to group resources based on a specific criteria. So, to handle a queue, add resources that match the criteria.

  1. Sign in to the application as a service administrator or a service manager.

  2. On the Home page, click the Service group icon, and then click the Queues icon.

  3. On the Queues page, click the queue that you want to update.

  4. On the Summary page, click the Resources icon.

  5. On the Resources page, click Add Resources.

  6. On the Add Resources page, enter the search criteria such as the resource name.

  7. Click Search.

  8. Select the resources from the search results.

  9. Do one of the following:

    • Click Apply to add the selected resources to the queue and stay on the same page.

    • Click OK to add the resources and leave the page.

You use a queue to group resources based on a specific criteria. Apart from adding individual resources to a queue, you can also add resource teams with specific skill sets that match the criteria.

  1. Sign in to the application as a service administrator or a service manager.

  2. On the Home page, click the Service group icon, and then click the Queues icon.

  3. On the Queues page, click the queue that you want to update.

  4. On the Summary page, click the Resource Teams icon.

  5. On the Resource Teams page, click Add Resource Teams.

  6. On the Add Resource Teams page, enter the search criteria such as the resource team name.

  7. Click Search.

  8. Select the resource teams from the search results.

  9. Do one of the following:

    • Click Apply to add the selected resource teams to the queue and stay on the same page.

    • Click OK to add the resource teams and leave the page.

The resource teams are added to the selected queue.

Overflow Resources

Overflow Queues

You can add overflow or backup queues for every queue so that alternative resources are available when currently assigned resources are unable to keep up with incoming work or they aren't available. The waiting time for the customers is minimized by using a reserve pool of agents to handle the workload when required.

Here are some key points about overflow queues:

  • Overflow queues can be added to every Omnichannel queue.

  • You can add any number of overflow queues to a queue.

  • Overflow queues enable you to bring in additional or backup resources dynamically when required.

  • A work item is assigned to a resource from an overflow queue when required, but the item still remains in the current queue. The work item itself is never moved to the overflow queue.

Note: If no overflow queue resources are available, the work item remains pending in the current queue until a resource is available in the current queue or in one of the overflow queues.

Overflow queues are available for a queue only after you complete the following processes:

  1. Add the overflow queues for a queue.

    See "Add Overflow Queues to a Queue".

  2. Enable the overflow queues for that queue.

    See "Enable Overflow Resources for a Queue".

Factors That Determine the Selection of the Overflow Queue

The following factors determine the selection of the overflow queue:

  • If more than one overflow queue is added, Omnichannel considers them in the priority order in which they're defined or added.

  • Agents are considered only from those overflow queues which don't have any pending items, which means that the overflow queue has a spare capacity.

  • If the first overflow queue doesn't have space capacity, the next one is considered, and so on.

Add Overflow Queues to a Queue

To add overflow queues as a backup for any queue:

  1. Sign in to the application as a service administrator or a service manager.

  2. On the Home page, click the Service group icon, and then click the Queues icon.

  3. On the Queues page, click the queue that you want to add overflow queues to.

  4. On the Summary page, click the Overflow Resources icon.

    The Overflow Resources page is displayed. The overflow queues list is initially empty.

  5. Click the arrow in the Select:Queue Name drop-down list.

    The list of existing queues that are enabled, automatic, and are not routed externally, is displayed.

  6. Search for and select the queue that you want to add as a backup queue.

  7. Click Add.

    The selected queue is added to the list of overflow queues. The priority value is one greater than the priority value of the last added queue in the list. For example, if the priority of the last added queue is 3, the fourth one is assigned a priority of 4. For the first queue that you add, the priority is 1.

  8. Select and add more queues if required.

    The Default queue isn't added as an overflow queue by default. If you want to add the Default queue, you must add it from the Select:Queue Name drop-down list. The priority value is one greater than the priority value of the last added queue in the list.

  9. Click Save.

  10. (Optional) To reorder the priorities of the queues in the list, click the Up arrow to increase the priority or the Down arrow to decrease the priority.

    Note: Queues with a lower priority value are considered first by Omnichannel as the overflow queue.
  11. (Optional) To sort the list of overflow queues by name, click the Sort Ascending or Sort Descending arrows next to the Name column in the heading row of the list.

  12. (Optional) To sort the list of overflow queues by priority, click the Sort Ascending or Sort Descending arrows next to the Priority column in the heading row of the list.

  13. (Optional) To delete a queue from the overflow queues list, select the row and click Delete.

  14. Click Save to save the changes and remain on the page or click Save and Close to leave the page.

Note: After you add the overflow queues, you must enable the overflow queues as described in the "Enable Overflow Resources for a Queue" topic.

Enable Overflow Resources for a Queue

After you add and save an overflow queue, you can enable or disable it at any time. Also, the saved configuration of the overflow queue applies each time you enable it, so you don't need to reconfigure it every time you use it.

For more information about how to add overflow resources to a queue, see "Add Overflow Resources to a Queue".

Here's some typical scenarios where you may need to enable overflow resources for a queue:

  • Non-business hours when current resources may be unavailable.

  • A holiday season when current resources have an increased workload but you still need to maintain customer SLAs.

  • When queue behavior shows that your agents are unable to cope up with their workload.

Once enabled, you can choose from one or more conditions in which the overflow queues or resources are considered. When one of the specified conditions are met, Omnichannel expands the pool of agents to serve the current queue by including agents from overflow queues.

Note: You can edit a queue that's set as an overflow resource and disable it at any time. Once an overflow queue is disabled, it isn't considered when an agent is selected. The disabled queue does still appear in the list of overflow resources, though.

To enable overflow resources for a queue:

  1. Sign in to the application as a service administrator or a service manager.

  2. On the Home page, click the Service group icon, and then click the Queues icon.

  3. On the Queues page, click the queue that you want to update.

  4. On the Summary page, navigate to the Overflow Criteria section.

  5. Select the Assign pending interactions to overflow resources check box.

    The overflow resources configured for this queue in the Overflow Resources tab are available to the queue.

  6. Select one of the following conditions. When the selected condition is met, the overflow resources are used by the queue:

    • When no human agent is immediately available

    • When actual wait time exceeds threshold

      • Real-Time: Enter the number of seconds that must pass before a pending real-time interaction is assigned to an overflow resource. Real-time interactions include chats and videos.

      • Non-Real-Time: Enter the number of hours that must pass before a pending non-real-time interaction is assigned to an overflow resource. Non-real-time interactions include service requests.

    • When number of pending interactions exceeds threshold

      • Real-Time: Specify the threshold limit for the number of pending real-time interactions. When this limit is exceeded, the pending interactions are assigned to an overflow resource.

      • Non-Real-Time: Specify the threshold limit for the number of pending non-real-time interactions. When this limit is exceeded, the pending interactions are assigned to an overflow resource.

Queues Dashboard

Overview of the Queues Dashboard

Use the Queues dashboard to view statistical data about all queues such as the assignment mode, the number of agents assigned, and those interactions waiting to be assigned. Drill down on a queue to view information about pending work items within the queue. Use this data to analyze and monitor routing. You can manually move interactions within a queue, to another queue, or you can assign the work item to an agent.

Work items can also be rerouted automatically based on assignment rules. If you click Reroute, and either the rules or properties have changed, the work item goes to a different queue. If the work item had previously been routed manually, rerouting assigns the work to the queue which corresponds to the automatic rules.

Once a work item is assigned to an agent, it's no longer listed on the Queue Dashboard.

Note: The Queues Dashboard page is refreshed depending on the value you select in the Auto Refresh drop-down list. Also, the Queues Dashboard displays only pending interactions.

How You View Queue Information

The Queues table on the Queues dashboard lists statistics about both real-time and non-real-time work items.

Field What You Need to Know

Name

The queue name.

Click the Name link to open the Summary tab in the Queue Details window.

Description

A description of the queue.

Enabled

Tells you if a queue is enabled or disabled.

Select a value from the Show drop-down list to display Enabled, Disabled, or All queues.

Distribution

Specifies whether routing is automatic or manual.

Created

The date and time when the queue was created.

Agent

Lists the number of agents assigned to a queue, individually or as a part of a resource team.

Resource

Lists the number of resources assigned to the queue.

Click the Resource link to open the Resources tab in the Queue Details window.

Resource Teams

Lists the number of resource teams that are associated with the queue.

Click the Resource Teams link to open the Resource Teams tab in the Queue Details window.

Assigned

Lists the number of work items that are assigned to an agent.

This value changes depending on the option selected from the Time Interval drop-down list. For example, to see the number of interactions that were assigned in the last 4 hours, select 4 Hours from the Time Interval drop-down list.

Waiting

Lists the number of work items currently waiting to be assigned, in the specified time interval.

Received

Lists the number of work items that came into the queue in the specified interval of time.

This value changes depending on the option selected from the Time Interval drop-down list. For example, to see the number of interactions that were received in the last 8 hours, select 8 Hours from the Time Interval drop-down list.

Abandoned

Lists the number of work items that were abandoned in the specified interval of time.

This value changes depending on the option selected from the Time Interval drop-down list. For example, to see the number of interactions that were abandoned in the last 2 hours, select 2 Hours from the Time Interval drop-down list.

Real-Time Capacity

Specifies the percentage of the total capacity that is available to handle real-time work assignments.

Non-Real-Time Capacity

Specifies the percentage of the total capacity to handle non-real-time work assignments.

How You View Queue Channel Summary Information

The Channel Summary displays data related to all the real-time work items in the queue.

Field What You Need to Know

Real-Time Channel

The type of a real-time channel.

Waiting

The number of real-time notifications currently waiting to be assigned.

Assigned

The number of assigned real-time interactions..

This value changes depending on the option that is selected from the Time Interval drop-down list. For example, to see the number of interactions that were assigned in the last 4 hours, select 4 Hours from the Time Interval drop-down list.

Average Wait Time

The average time period that a real-time interaction waited in the current queue before it was assigned to an agent.

This value changes depending on the option that is selected from the Time Interval drop-down list. For example, to see the average wait time of a real-time interaction in the last 2 hours, select 2 Hours from the Time Interval drop-down list.

Received

The number of real-time interactions that were received.

This value changes depending on the option that is selected from the Time Interval drop-down list. For example, to see the number of interactions that were received in the last 8 hours, select 8 Hours from the Time Interval drop-down list.

Abandoned

The number of real-time interactions that were abandoned.

This value changes depending on the option that is selected from the Time Interval drop-down list. For example, to see the number of interactions that were abandoned in the last 2 hours, select 2 Hours from the Time Interval drop-down list.

How You View Queue Interactions Information

The interactions grid shows you details about all of the interactions in a selected queue. By default this grid only lists real-time interactions. To display non-real-time interactions, select the Show Nonreal-Time option.

Field What You Need to Know

Interaction

The date and time when the interaction was created.

Channel

The type of communications channel.

Reference ID

An identifier of the work item that's associated with the interaction, for example, SR number.

Customer

The customer who started the interaction.

Account

The customer's account.

Wait Time

How long the interaction has been waiting in the current queue. This value is reset each time an interaction is assigned to a new queue.

Number of Queues

The number of queues the interaction has been assigned to. When an interaction is moved from one queue to another, this counter increases by one. For example, if an interaction was moved to 3 different queues after it was created, the Number of Queues value is set to 3.

Rules Time

The time taken to assign the interaction to the current queue. This value is displayed in HH:MM:SS.mmmformat.

Trace

Routing history of the interaction.

Click the View link to open the Interaction Trace window.

Individual Capacity Settings

Capacities for agents are set at the same global level. However, if you're a customer service manager, you can override the global maximum capacities and set maximum capacities for individual agents. So, you can allocate more work to agents with higher skills and efficiency, and keep workloads lighter for newer agents, or those still in training. Another common scenario is when a queue owner reviews reports and sees a requirement to increase chat capacities to improve Key Performance Indicators.

The Edit Capacities page displays the capacities for both real-time and non-real-time work items that can be handled by agents. You can modify the capacities on this page by overriding the default capacities.

Note: You can modify the capacities only if your administrator has enabled the ability to override individual capacities. For more information about setting channel capacities and enabling override of individual capacities, see the Oracle CX Service Implementing B2B Service guide.

Key Benefits

Overriding individual capacity settings is good for the following reasons:

  • You can search for individual agents or teams and modify their capacities.

  • You can select a queue, review the capacities for the individual and team resources associated to the selected queue, and then, if you want, override the individual default capacities.

  • You can filter the list of agents in a team, and view a a list of only high performing agents who can manage more chat offers.

  • You can receive in-line or bulk capacity updates for agents that you select.

  • You can retain individual capacity changes if the individual capacity override capability is disabled.

Note: If the individual capacity override capability is disabled, your overridden capacities are reset to the global values. But, the modified values are saved in a table. If the capacity override is enabled again, the overridden capacity values that were saved are applicable again.

To override individual capacity settings:

  1. Sign in to the application as a customer service manager.

  2. On the Home page, click the Service group icon, and then click the Queues icon.

    The Queues dashboard is displayed.

  3. Click the Capacities button.

    The Edit Capacities page displays information in the following format:

    • Agent Name: Name of the agent.

    • Teams: Name of the team to which the agent belongs.

    • Queues: Names of the queues to which the agent is assigned.

    • Service Request (n): Maximum number of service requests that the agent can handle. The number n within brackets is the global default capacity.

    • Chat (n): Maximum number of chats that the agent can handle. The number n within brackets is the global default capacity.

    • Video (n): Maximum number of video chats that the agent can handle. The number n within brackets is the global default capacity.

    • Last Updated: Date and time when the capacities for the agent were last modified. If the capacities for multiple channels were updated for the agent, the modification date and time for each channel are displayed separately.

    Note: To modify the capacities of the agents assigned to a queue, select the queue in the Queues dashboard and then click the Capacities button. The Edit Capacities page displays the list of agents assigned to the selected queue.
  4. Select individuals or teams to modify their channel capacities:

    • To select an individual:

      1. Click the Agents drop-down list and click Select Individuals.

        The Add Agents page is displayed.

      2. Search for an agent by specifying the first name, last name, or other criteria provided on the page. You can also use a combination of multiple criteria.

      3. Click Search.

        The list of agents matching your search criteria is displayed in the Search Results section.

      4. Select the agents who you want to add and click OK.

        The selected agents are added to the list in the Edit Capacities page.

    • To select a team:

      1. Click the Agents drop-down list and click Select Teams.

        The Add Teams page is displayed.

      2. Search for a team by specifying the team name or other criteria provided on the page. You can also use a combination of multiple criteria.

      3. Click Search.

        The list of teams matching your search criteria is displayed in the Search Results section.

      4. Select the teams that you want to add and click OK.

        The agents who are members of the selected teams are added to the list in the Edit Capacities page.

  5. Review the capacities of the agents in the list.

  6. To edit the capacity for service requests, chats, or videos for an agent in-line, click the Up or Down arrows to increase or decrease the capacity respectively.

    To edit the capacities for multiple agents in bulk:

    1. Select the agents and click Edit.

      The Edit dialog box is displayed.

    2. Modify the capacities as required and click Save and Close.

    3. If you want to set the capacities back to the default values, click Set to Default.

  7. (Optional) If you don't want to make any changes for some of the agents in the list, select those agents and click Remove.

    To remove a single agent from the list, click Remove in the row.

    Note: Clicking Remove doesn't disassociate the agent from a queue or remove the overridden capacity of the agent from the database table, but only removes the agent from the list on this page.
  8. (Optional) To revert the changes made to the capacities of one or more agents in the list:

    1. Select the check box at the beginning of the row for each of those agents.

    2. Click Set to Default.

    If the capacities of the selected agents were overridden or if you had modified them on this page, they're again set to the default global capacities.

  9. Do one of the following:

    • Click Save to save the changes and remain on the page.

    • Click Save and Close to save the changes and exit from the page.

    • Click Cancel if you decide to discard the changes that you made.

Interactions

Reassign or Reroute an Interaction

You can reroute an interaction, move it to another queue, or assign it to a different agent.

You must be a service administrator or a service manager to do this task. Before you begin, consider these points:

  • You can manually assign an interaction to an agent regardless of that agent's current capacity. But if the interaction is in real-time, the agent can decline it.

  • The agents listed in the Assign To drop-down list include offline agents. So, before you reassign a real-time interaction, make sure the agent is present and available.

  • For example, you have an assignment rule that reassigns all critical assignments to queue N and you reroute a critical interaction. The application automatically assigns the interaction to queue N. And remember, rerouting implies two actions: queue assignment or reassignment and Omnichannel routing, distribution, or assignment to an agent (which may occur immediately depending especially on resource availability and capacity).

Note: If the interaction or work item is already assigned to a queue, it can potentially be removed from the queue if the latest queue assignment rules would cause it to be assigned to another queue. It can also be assigned to the default queue.
  1. Click Navigator > Queues.

  2. In the Queues page, click the row for the queue that has the interaction you want to change.

  3. Select an interaction from the Interactions table.

  4. To move the interaction to another queue:

    1. Select a queue in the Move To drop-down list.

    2. Click Move.

      The interaction is moved to another queue.

  5. To manually assign the interaction to a specific agent:

    1. Select an agent from the Assign To drop-down list.

    2. Click Assign.

  6. To reroute the interaction, click Reroute.

    The Wait Time value for the interaction is reset. See the creation date and time to determine the overall age of the interaction.