A Case Queue (or simply a Queue) is a list of cases that are grouped based on criteria, such as Date Created, Date Updated, Number of Open Transactions, and Next Action Date. RiskMinder supports multiple Queues for each organization in the system.
The following figure depicts what a typical Queue looks like:
Queues are managed by Queue Managers, and are associated with a Queue Name, Case Order criteria in the Queue, and Case Priority. Queue Managers can define a new queue. New cases that are generated are added to the Queue when a Queue rebuild happens. By default, Queue rebuild happens every 30 minutes. The GA can configure this frequency on the Miscellaneous Configuration screen. The Queue Manager for an organization can also issue a Queue rebuild request from Administration Console. Cases that do not fit into any individual Queue are assigned to the DEFAULT queue.
The Queue Manager can assign Customer Service Representatives (CSRs) to work on each Queue, depending upon the skill of the CSR or other organization policies.
Note: More than one CSR can be allocated to a Queue in an organization. Also, if there are multiple organizations in a CSR’s purview, the CSR can be allocated to multiple Queues.
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