My Queue Tab | Top Previous Next

My Queue displays all records that require personal attention and designated for the current user or his/her workgroup. My Queue may contain incoming emails routed to you, Tickets assigned to you or your workgroup, alerts, notifications and escalations. You can start daily tasks by reviewing new records in My Queue. System Administrator designates email accounts to be monitored by the system. All emails that come into these email accounts will be routed using appropriate routing rules to Agents’ or Workgroups’ Queues. Depending on the Routing Rule, an incoming Email could automatically create a Ticket or Interaction: if a Routing Rule distributes the email to an Agent or a Workgroup in your company, then the Ticket is automatically created and linked to the email. If the system did not find any Routing Rules based on the criteria specified, then the system will create an Interaction record only and link it to the email. In this case Agents can choose to create a Ticket from the Interaction upon reviewing it. In My Queue you can perform the following actions:
• | Search for and review My Queue entries
• | Reply to Email
• | Forward Email
• | Open the Ticket or Interaction which system created based on the original email by clicking on the Open button next to the Object Type and Object ID fields, which indicate the object type (Ticket or Interaction) and its unique ID number.
• | Delete entries from My Queue list