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.
- Select the ticketboxes for this queue, you may hold the Ctrl key to select multiple ticketboxes, then click the [Add] button.
- Ticketboxes added to the queue are listed in the box on the right.
Select Users for the Ticket Queue
- Select the users to add to this queue, you may hold the Ctrl key to select multiple users.
- 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.