The Workflow Queue Assignment (WQA) 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 checkbox, 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 are escalated in the queue. For instance, if you set the value to six, then every six hours an order remains unworked in the queue, it receives 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.