AWA administrators can create or modify queues based on customer need. As part of creating or modifying a queue, the awa_admin identifies some information about the queue, including the service channel to which the queue belongs and which agent groups handle the incoming work items.

The awa_admin can select a schedule that defines when the queue is available and identify a time limit within which an agent should accept a work item in the queue. If the selected service channel is Chat, the awa_admin creates the chat messages that are displayed to users.

The awa_admin can also create a queue without routing conditions so that work items are not routed to that queue automatically. Customers can manually assign work items to the queue or assign work items using assignment tools such as matching rules or Flow Designer.

When a case in a queue is assigned manually, the case is removed from the queue. The state of the work item is set to Canceled and the cancellation reason is set to Manually assigned.

Configure routing rules that use chat context variables

You can specify queue routing rules that use chat context variables in the condition builder. You define chat context variables in Chat Setup. These variables can store contextual information that can be used in routing conditions that control where chat work items are routed.

For example, you can define chat context variables to store user responses from pre-chat surveys. If you store these responses in chat context variables, such as a user's department or a product name, you can specify the context variables in queue routing conditions to direct where the live chat is routed. When you specify a routing condition using the condition builder, you can dot walk to the Context fields. In the fields menu, select Show Related Fields and open the fields menu again to select Context → Interaction Context fields.

You can then select from the available chat context variables in the condition builder. For example, choosing csp_category becomes Context.csp_category.

Assign pools of agents eligible to work on a queue

Assign one or more agent groups to a queue using the Eligibility Assignment related list. These groups are eligible to receive work items from the queue, which allows work to get prioritized to eligible agents.

Select an agent assignment rule and any eligibility time constraints for each group. The eligibility time constraints are used to determine when the next pool of agents is eligible for assignment. For example, you can assign one group to handle work items immediately and a second group to handle the overflow from the first group after work items sit in the queue for a specified amount of time.

Create a sort order for a queue

Use the Work Item Sort Order related list to create one or more sort conditions for work items in a queue. For each sort condition, specify a field from the selected service channel table and the direction to sort, either ascending or descending. Items in the queue are sorted and assigned to agents based on these conditions.