ServiceGrid Article - Queues

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Overview

The function of a queue is to route calls to certain skills. Queues apply directly to a company and can hold an unlimited number of technicians. Queues can be structured into three levels as Level 1, Level 2  and Level 3 and can be assigned to specific workflows. The queue selection can be pre-set in the ContractElements and appears by default when opening a new call.

Create a New Queue

The primary (unique) key is the combination of ShortName (short name of the queue) and Company (short name of the company). To create a queue, at least the fields ShortName (short name of the queue) and Company (name of the company) are required to be filled out.

  • ShortName: The short name of the queue
  • Company: The short name of the company of the queue
  • Level: The level (1 / 2 / 3) of the queue
  • Name: The name of the queue
  • Description: The description of the queue
  • Email: The e-mail address of the queue
  • Contact: The short name of the contact person of the queue


Technicians of a Queue

Each queue can hold an unlimited number of technicians. Each technician (User) can be assigned to an unlimited number of queues. The technician selection may be done within the call. To create a technician queue, at least the fields Queue (short name of the queue), Company (short name of the company) and User (short name of the technician) are required to be filled out.

  • Queue: The short name of the queue
  • Company: The short name of the company of the queue
  • Level: The level (1 / 2 / 3) of the queue
  • User: The short name of the technician (user)
  • FirstName: The first name of the technician (user)
  • LastName: The last name of the technician (user)
  • Tel: The phone number of the technician (user)
  • MobileTel: The mobile number of the technician (user)
  • Email: The e-mail of the user
  • IsActive: A flag, specifying if the Technician is active for the queue


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