Your SWSD includes a Queue Management feature that allows you to manage and optimize queues to improve end user wait times and team productivity.
Queues allow for an improved customer's wait time. Let's be clear, you cannot imply no wait time, just improved wait time experience. A queue contains multiple tickets waiting to get assigned. As soon as an agents, completes work on a ticket, they can proceed to the next ticket in the queue.
There are several benefits to working in this manner, such as:
- Reducing the response time to address tickets
- Have all the necessary information provided up front
- A way to allow you to prioritize customer requests
- Ensure requests are routed efficiently
- Provide customers with simple self-help solutions
For more information about Queues, click here.
This section will help you gain a deeper understanding of:
- The differences between Queues and Groups
- How each affects the system respectively and
- Best practice for implementing queues
Defining Queues and Groups
The following table defines and provides use case examples to better understand when your team should put a ticket in a queue or assign to a group.
Queues are a repository of tickets that are waiting to be assigned.
This allows the IT manager to review the incoming tickets and prioritize assignment to ensure his/her team is working most effectively.
Tickets in a queue are not yet assigned, therefore any issue within the ticket is not addressed until the ticket is assigned.
Groups are a way to assign shared ownership of a ticket to multiple people.
When more than one person that belong to the same group, needs to be involved in addressing an individual ticket.
Important to note - SLA counter begins the moment the ticket is in a queue. Remember, all tickets in the queue are unassigned which can impact meeting defined SLAs.
Queue vs. Group Assignment
The following table reflects the impact of Queues vs. Groups and how the affect the system.
When an SLA rule has a target of "not assigned" the SLA clock is triggered as soon the ticket is created, therefore while in a queue, this ticket can cause an SLA breach
|As ticket is assigned, will prevent SLA breach|
||Can be assigned to a group to begin workflow process|
For more information regarding Queues and Groups, please select from the list below: