Queue Settings and Behaviour

Queue Settings and Behaviour

You can set your queue settings, by clicking into Queues, then clicking into the queue you want to edit.

Assignment Rules

If you are a user of the Organisation that owns the queue you will see all conversations regardless of who they are assigned to. 
Webio offers three options for allocating conversations to a queue.

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 (unless they are at the owning (parent) organisation level).

Round Robin - 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 described above.

Least Busy - 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 described above.

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.


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