How to configure and use FocalScope Ticket Queues
Monday, December 5, 2016 2:21 AM

FocalScope can automatically assign incoming tickets to available agents with its automated Ticket Queues. This process reduces both the average response and resolution times for incoming queries and support requests. This article details the following:

  • How to configure and populate a new Ticket Queue
  • How to set the individual agent ticket-queue length (the maximum number of tickets an agent can have assigned to them by the Ticket Queue)
For a diagrammatic overview of the Ticket Queue logic, please download the attached PDF file.

Tutorial

  1. In the [Main menu], select [Screen > Administration]
  2. Click the [Administration] tab
  3. Navigate to the [Workflow Configuration > Ticket Queues] folder
  4. In the right-hand pane, right click and select [New]
  5. Once the [Ticket queue properties] window appears, do the following:
    1. In the [Name] field, enter the name for the new Ticket Queue
    2. From the [Order processing by] dropdown list, select which tickets should be given priority assignment:
      1. Ticket root - oldest tickets (as per their ticket roots) will be assigned to agents first
      2. Oldest email in the ticket - tickets with the oldest emails in them will be assigned to agents first
      3. Queued per oldest email in open tickets, processed as FIFO - tickets with the oldest emails in them are added to the Ticket Queue first, and then assigned to agents on a First In, First Out basis. This is to ensure that older, closed tickets that are reopened by a customer's reply (and, thus, added to the Ticket Queue) are assigned only after the existing tickets in the Ticket Queue have been assigned (as per the FIFO convention)
      4. Oldest 'unclosed' email in ticket - tickets with the oldest emails in them or which have been reopened by a customer sending a new email are added to the ticket queue first and then assigned to available agents. Please note: Once a ticket has been closed, only if it receives a new email after the last 'closed' date and time, will the ticket be readmitted to the Ticket Queue and assigned to available agents
    3. Tick the [enable queue timeout] flag to allow the system to reassign tickets that have not been attended to within the time frame specified in the [Reset assignment after] field
    4. In the [Ticketboxes] list, select the folders where the Ticket Queue will monitor for new tickets to assign to agents. Hold down the Ctrl key to make multiple selections and click [Add>] to populate the Ticket Queue with your selection
    5. In the [Users] list, select agents to which the Ticket Queue must assign new tickets. Hold down the Ctrl key to make multiple selections and click [Add>] to populate the Ticket Queue with your selection
    6. In the lower right-hand list, double click the agents' names to set the maximum queue length for each agent
  6. Click [Ok] to save and activate the new Ticket Queue

Please note: Ticket Queues operate in isolation from each other and other activities in the system. Tickets that are assigned manually or by active ticketbox ticketing options don't affect ticket queue assignment. To evaluate the maximum queue length, each ticket queue only considers tickets assigned by itself. Therefore, an agent's queue can be full with regards to one Ticket Queue, but each other Ticket Queue will still assign tickets to the agent, until the queue limit for each Ticket Queue is reached.

Please note: Ticket Queues are assigned to to ticketboxes but operate on all subfolders contained under the ticketboxes, as well.


Figure 1 - Configuring a new Ticket Queue



Attachments
Ticket Queue Diagram.pdf