Create a Queue

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 Fusion Cloud 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.