Enable Workflow Queue Assignments
This feature, when activated, allows Suspect Orders to be queued according to Agent Profiles that have been created and configured. This feature is disabled by default.
To enable the feature, in the Agent Web Console (AWC) main menu:
- Click Workflow, and under Settings, click Queue Options.
- On the Queue Options page, under Queue Assignment, select the Enable Queue Assignment check box, and then enter a value in the Queue Escalation Age hours field from 1 to 336.
- Use the Queue Priority Field drop down menu to select an option such as TRANSACTION DATE, and then click Save.
Queue Escalation Age allows you to set the frequency in hours of how often suspect orders will be escalated in the queue. For instance, if you set the value to 6, then every 6 hours an order remains unworked in the queue, it will receive an escalated priority and move higher in the queue.
Queue Priority Field allows you to set the Date field for suspect orders by a specific event so that any two transactions that are tied in priority, can be further sorted by which one is oldest.
When WQA is enabled, Agents cannot manually reassign orders and must request a Lead Agent perform the reassign function.
You may have to contact your Customer Success manager to discuss which Queue Escalation Age and Queue Priority Field values and options best fit your business requirements.