The Queue Assigner (QA) functionality in Workflow allows risk management staff to be organized into groups called Profiles. Transactions in the Workflow queue can be filtered and assigned to different Profile groups based on how transactions are prioritized. Transactions are prioritized based on the level of importance the merchant assigned to different types of transactions.
There are three key groups involved in the Queue Assignment process:
- Agent: This is a member of the risk management staff responsible for working the Workflow queue.
- Agent Manager: This is the person responsible for managing Queue Assignment Profiles and Rules.
- Manager: This is the person responsible for managing Agent assignment to a Profile.
Each group has a distinct set of permissions in the Queue Assignment tool. As a merchant, if you want one person to be able to both create QA Profiles as well as assign Agents to those profiles, that person will need to be a member of both the Agent Manager and the Manager groups.