Queue, Shift, and Leave Management

Queues provide managers a view that answers questions like, "what are my resources working on currently?", "how many tasks are pending?", and "do any tasks require reallocation?". Queues provide users a view that answers questions like "what is my work?", "how much of my work is pending?", and "what is the priority of my tasks?".

Using Queues and Shifts you can automatically assign records to users within a particular queue. For assignment automation, queues and shifts can be explained as follows:

Queues

• A list of records assigned using the criteria you have defined.
• When a record is added to a queue, it is also assigned to a user based on the criteria that you have set for assignment of records.

Shifts

• A set of users available for assignment at certain times of the day and certain days of the week.
• Records are not assigned to a shift rather, they are assigned to individual users using queues but, with the requirement that the users must be on shift.

It is highly recommended that you use the 'Assignment' feature in place of queue management, which has been deprecated from release 7.2.0. The legacy queue management page has been deprecated as automated record assignments were not supported in Queue Management.

Automation is the central function of queue and shift management to include the ability to auto-assign the following:

• New records to queue based on custom filters such as type, severity, etc you have defined.
• Records to individual users within a queue using methods such as round-robin or to queue or shift leaders.
• Records to new assignees based on shift changes (shift handover) or other criteria such as how long the record has remained open, etc.

A queue leader is any active user or queue member to whom records can assign records. Any active user, even those who do not have permissions on queues and shifts, can be added as queue members or queue leaders for default assignment of records.

Leaves

Use the Leave Management feature in Queue and Shift Management to prevent assignment of records to users who are on leave or paid time off (PTO). Using Leave Management, users who are on leave are excluded, and records are not assigned to them for the duration of their leave.