Create queues and other resources

Service Center queues are a critical component of the service management framework. You use them to organize, prioritize, and route work to the appropriate agents or teams based on predefined rules and criteria.

Oracle provides a default queue which will be used during assignments if you haven't defined any assignment rules. However, it's recommended you create logical groupings of similar skilled agents using your own queues.

1. On the application homepage, select Service, and then Queues.
2. Click Create Queue, and then do the following:
   1. Enter your queue name, such as Chat <Product> Support.
   2. Make sure Activation is enabled.
   3. Set Distribution to Automatic (Push).
   4. Click Save and Continue.
   5. On the Summary page, click the Resources tab.
   6. Click Add Resources.
   7. Enter the user information for your chat agent or agents.
   8. From the Search Results, select your user or users.
   9. Click Apply, then click OK.