How to Use Queue Management for Routing Support Tickets

Index:

1. Introduction
2. Where to Find the Queue Management Feature on the Blip Platform
3. The Queue Management Screen

Introduction

The Queue Management feature on the platform is a support management tool where queues (previously identified as "teams") should be created, and Routing Rules should be defined for ticket assignment.

Additionally, it is possible to monitor the agents assigned to each queue.

Where to Find the Queue Management Feature on the Blip Platform

The Queue Management feature is located within the chatbot, in the Support module.

You can access it from the left side menu, between Canned Responses and Agents.

To use the feature correctly, you need to:

1. Create a queue on the Queue Management screen (which will be saved when you name it);

Then:

• Define the routing rules; and
• Assign agents to the queues.

To do this, go to the Agents resource, also in the Support module, and add a new agent or edit an existing agent and add a queue to them.

The Queue Management Screen

The structure of the Queue Management screen does not change from one chatbot to another.

It will always show the queues, the Routing Rules, and the Agents.

• Queues

• Routing Rules

Now, in the Queue Management feature, Routing Rules should be configured as usual, as presented in the article How to Define Routing Rules with One or Multiple Conditions.

• Agents

The Agents panel provides a view of those assigned to the queue.

To add or remove agents from the queue, follow these steps (in Agents).

For more information, join the discussion on this topic in our community or watch the videos on our channel. 😃