Queue Management

Release Note of Queue Management

Introduction:

Broker admin have to assign the owner to leads or ticket manually.Now we are adding provision so that tickets and leads can be assigned automatically.

For this we are giving assignment and queue management options in control panel.

In this document we are providing the procedure and working for the queue and assignment management.

Assignment/Queue Management in Control Panel

Assignment and queue management are available in the following path:

Broker AdminControl PanelQueue Manager

Broker AdminControl PanelQueue Manager

Queue Management

Create queue manager

Broker Admin can create new queue as shown below:

Queue Name:

Broker admin should be able to enter the queue name

Select Manager :

Broker admin should be able to select manager from the list

Add members:

Broker admin should be able to drag and drop the memberd

Queue Settings

Allow Round Robin:

If this setting is enabled then queue should be assigned in the following manner:

If queue has 2 members. Task 1 will be given to member 1, task 2 member 2, task 3 to member 1, Task 4 to Member 2

Allow members to pick up:

If this setting is enabled then ,No automatic assignments, but members can pick up their own leads, tasks, tickets.

Restrict assignment by manager:

f this setting is enabled then Items will remain unassigned until assigned by manager only

Allow Members to Pickup

Restrict Assignment by Manager

Notification settings

Notify Manager

If Notify Manager is checked then the manager should be notified once workflow is completed. Message should be sent in following format.

To Manager

Dear #Manager Name#,

Please note #Item_type# has been assigned to #Assignee_name#

#Item_Link#

Notify Member

If Notify Member is enabled then notification should be sent to the user once the item is assigned to them. Message should be sent in following format.

Dear #Assignee#

#Item_Type# has been assigned to you

#Item-Link#

All queue managers

All queue managers are listed with following fields:

Queue Name : Name of the queue should be displayed

Manager : Name of the manager should be displayed

Members : Number of members under queue are listed

Action : Action drop down have following options

Columns can be added/removed as shown below:

Assignment Management

Create Assignment

Assignment rule for Tickets

Broker admin can create assignment rule for the tickets as shown below:

This rule can be assign to member or queue as shown below:

Assignment rule for leads

Broker admin can create the rule for the leads as shown below:

This rule can be assigned to queue or member as shown below:

Working of the assignment rule

When assignment rule is created for ticket/leads ,then when ticket /lead created for specified ticket types or lead of the particular country then member /queue should get assigned automatically.

Overwrite toggle

When overwrite toggle is OFF then

Member/queue should not be assigned to the leads/ticket created before creation of rule.

When overwrite toggle is ON then

Member/queue should be assigned to the leads/ticket created before creation of rule.

All assignment

All assignments rules should be listed as shown below:

Following fileds should be available:

Rule ID: Rule id should be available

Rule Name: Rule Name should be displayed

Type: Type of the assignment should be displayed

Assign to: Queue/Member to whom rule is assigned should be dispalyed

Status: Status of the rule should be displayed

Action:

Action drop-down should have following options:

Note:

When ticket/lead is available for rule then delete option should not be available in action drop-down: