Queue settings and behaviour
Overview
Decide how you want your Queue to assign conversations when they enter a queue or what do with conversation when an user logs in or logs out. Also set a value in the Max Open Conversations to limit the conversations that can be assigned to a user.
Navigate to the queue screen and click EDIT to change the configuration of an existing queue.
Assignment Rules
Self Selection
All conversations are visible to all users that belong to a team assigned to the Queue. Once a conversation is replied to, the user then owns that conversation meaning it is no longer visible to other users.
Round Robin
The conversations are assigned to a user at the point the conversation is placed into the queue. The conversations are assigned to users in a circular order.
If no user is signed in, the conversations will be unallocated. Unallocated conversations behave in the same way as Self Selection conversations.
Least Busy
The conversations are assigned to a user at the point the conversation is placed into the queue. The conversation is assigned to the user with the least amount of open conversations assigned to them.
If no user is signed in, the conversations will be unallocated. Unallocated conversations behave in the same way as Self Selection conversations.
Logout behaviour
When a user logouts conversations can either remain with the allocated user or be redistributed to the queue.
Redistribution from a queue means the conversations will become unallocated on log out. These conversations will then be visible to every user that has access to the queue.
If the queue is set to Do Nothing then the conversations will remain with the user that they were allocated to.
Login Behaviour
When a user logins they can view any unassigned conversations and reply to them. You can also choose to redistribute on login, which will assign any unassigned conversations to a user when they login, up to the Max Open Conversations limit. If no limit is set, all unassigned conversations in the queue will be assigned to the user that logs in.
Max Open Conversations
To limit how many conversations can be assigned to a user set a value in the Max Open Conversations. This will limit the conversations that can be assigned to a user.
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