Administering Support Automation › Support Automation Queue Administration › Queue Management

Queue Management

You configure queues to help end users receive the appropriate live assistance from analysts. You manage queues to improve how end users are routed to assistance sessions as follows:

• Customize queues for analysts and tenants in your live assistance environment.

  You can activate or deactivate queues and specify tenant and analyst permissions.

• Assign a default queue.

  You can route end users to the default queue when they enter queries that do not match the queues configured in your environment. You can also customize queues for tenants in your environment.

  Note: If the default tenant queue is missing or unavailable, the public queue is used.

• Assign hours of operation for your queues.

  You can manage queues based on the availability of users in your support environment, such as enabling Support Automation services during business hours.

  Important! You can assign workshifts to both your Support Automation hours and individual live assistance queues. Different workshifts assigned to Support Automation hours and individual queues can cause conflicts for analysts and end users in your support environment.