Queues in Queue Manager

The Queue Manager allows you to create and manage queues. As an Admin, you can manage queues and assign subscribers to private queues. Then you can assign cases to queues in Event Analysis.

Queues can be used in Case Management to:

Assign a case to a public queue using policies that weigh application data, insight from the assessment, or guidance and tags from decisioning policies. Then, any standard user in the customer’s organization can start working on the case or re-assign it to another queue, if necessary.
Re-assign a case to a queue with the Update API.
Assign a case to a private queue using policies that weigh application data, insight from the assessment, or guidance and tags from decisioning policies. Only users assigned to that private queue can see that case. This helps organizations approve, escalate, or apply workflows to dedicated teams to close a case.

Unlike tags, a case can only be assigned to one queue at a time. If a case must be assigned to more than one queue at a time, then you can use tags.

Create a new queue

You can create queues in Queue Manager to assign to cases. Only Admin users can view all queues.

To create a new queue:

Sign in to Kount 360.
Select Case Management, then Queue Manager.
Select Queues.
Select New Queue.
In New Queue, enter a queue name and a queue description.
Optional: Select Make Queue Private.

Note

Only Admins can subscribe users to private queues. When this option is selected, you will get the option to add subscribers in the Edit menu.
Select Save.

The queue displays at the top of the list in Queues and is set to Active by default.

Edit an existing queue

To edit an existing queue in the Queue Manager:

Sign in to Kount 360.
Select Case Management, then Queue Manager.
Select Queues.
Find a queue, then select Edit.
Edit the queue name, description, privacy, or subscribers.
Select Save.

The changes are saved for the queue.

Deactivate a queue

After a queue is created, it is active by default. You can activate and deactivate a queue as needed.

To deactivate a queue:

Sign in to Kount 360.
Select Case Management, then Queue Manager.
Select Queues.
Find a queue, then turn Active off.

The queue is deactivated and moved to the bottom of the queues list, but is not saved.
Select Save Changes.

The deactivation of the queue is saved.

Note

To activate a deactivated queue, follow the same steps to turn Active on.

Add a subscriber to a private queue

When you create a private queue as an Admin, you can then add existing users in your organization as a queue subscriber.

To add an existing user as a subscriber to a private queue:

Sign in to Kount 360.
Select Case Management, then Queue Manager.
Select Queues.
Find a queue, then select Edit.
From the edit view, select Subscribers.
In Subscriber Name, open the subscriber menu, then select an existing user.
Select Add .

Note

You can add multiple users by repeating the last two steps.

The user is added as a subscriber to the queue.

Remove a subscriber from a private queue

To remove a subscriber from a private queue:

Sign in to Kount 360.
Select Case Management, then Queue Manager.
Select Queues.
Find a queue, then select Edit.
From the edit view, select Subscribers.
In Current Subscribers, select the user you want to remove.

The subscriber is removed from the queue.

Create a new queue

Note