How You Route Incidents to Queues

Using incident rules, you can route unresolved incidents to different queues based on the criteria you define.

For example, you might add incident queue for different product lines or service areas. Or you might have a first tier for basic customer service and additional tiers for problems of increasing complexity. When you create profiles for staff accounts, you can assign one or more queues to each profile and specify how incidents are pulled from that queue. Based on their profile, agents can retrieve a specified number of incidents from the queues to which they have access.

Queues also help you manage incident escalation to meet your organization’s service level agreements (SLAs), balance agent workload, and track agent productivity and efficiency.

You can perform any of these tasks when managing queues.

Managing Incident Queues

Task	Description
Add queues	You can select a default queue to which all new incidents are automatically routed, and you can add multiple incident queues for effective incident routing. See Add or Edit an Incident Queue.
Assign queues to profiles	You can define available queues, queue ranking, pull policy, pull quantity, and inbox limit for staff members with the profile. See Profiles.
Create business rules to populate queues	You can create business rules to automatically assign incoming incidents to incident queues based on conditions you specify. Incident rules have a Set Field/Queue ID action you can use to route queues based on the conditions of the rule. See Add a Rule.
Instruct agents about queues	Agents can manually pull incidents from queues assigned in their profile. When agents log out, the unresolved incidents in their inbox remain there unless they assign them back into a queue. See Reassign or Requeue an Incident.
Monitor queues	Agents can monitor queuing statistics through the Queues report, where queued incidents and statistics are displayed. Queue statistics can be regenerated at any time. See How You Monitor Incident Queues.