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.