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Queues Setup

Displays a list of queues that have been configured within the ticketing system.

The columns include:

  • Default: Checkbox to select if this is the default queue.

  • Queue: Name of the queue.

  • Team: The team associated with the queue (e.g., IT, GLOBAL, etc.).

  • Description: A short description of the queue.

  • Supervisor: The email of the supervisor managing the queue.

  • Users: List of assigned users.

  • Status: Status (Published).

  • Actions: Edit (pencil icon) and Delete (trash icon).

  • Updated By: The email of the last user who modified the queue.

Queue Listing

Features available:​

  • A dropdown to select a team to filter queues.

  • A search bar to find a specific queue.

  • A "Create" button for adding a new queue.

Create Queue - Basic Settings​

This screen is for creating a new queue.

Fields available:​

  • Name: Queue name (mandatory).

  • Queue Label: A label for easier identification (mandatory).

  • Description: A brief explanation of the queue's purpose (mandatory).

  • Agent Type: A dropdown to select how agents are assigned.

    • Configured: Manually assigned agents.
    • Dynamic: Agents assigned dynamically based on certain criteria.

    Queue Creation Interface