Round Robin Queues
Thursday, September 29, 2016 1:49 AM


Ticket Queue is the function in FocalScope that automatically assigns incoming e-mail tickets to agents. A ticket queue consists of ticketboxes and agents and each agent is configured to have maximum number of tickets in the queue.

Create a Ticket Queue

 

Expand the [Workflow Configuration] node in the Administration screen and then click on [Ticket Queues] node in the left pane. In the right pan right click and select [New...].


Select Ticketboxes for the Ticket Queue

 

You will then see a dialog box open as shown above.

  1. Select the ticketboxes for this queue, you may hold the Ctrl key to select multiple ticketboxes, then click the [Add] button.
  2. Ticketboxes added to the queue are listed in the box on the right.

Select Users for the Ticket Queue

 

  1. Select the users to add to this queue, you may hold the Ctrl key to select multiple users.
  2. Click the [Add] button and specify the length of the queue, in number, for each user in the popup which appears. Click [Ok] when done.



 

Users added to the queue are listed in the box on the right. Click [Ok] to create the new ticket queue.



 

Queues created appear in the right pane of the [Ticket Queues] folder. And incoming tickets from the selected folders will be delegated to the assigned users and equally fill up their ticket queues to the specified limit.