Configuring Queue Node

In this node, specify the queue to which activities should get routed after they are processed by a workflow. Activities from queues are routed to agents based on the routing method defined in the queue. Queue node is a terminating node of a workflow and you cannot add any nodes after it.

• If set to Before: The supervisor is able to review the response before it is sent. If the supervisor Approves the response, it is sent to the customer. If the supervisor Rejects the response, it is sent back to the agent for improvements.

• If set to After: If a shorter SLA is high priority, it is recommended to set the queue to route the email After it has been sent, at which point the supervisor can mark the agent’s response as Quality Met or Quality not Met.

To configure a queue node:

1. On the Properties page, on the Diagram tab, add the Queue node in the Workflow Editor.

2. In the Select Queue window, select a queue.

   

3. Click the Done button to close the window.

Related Topics

• About Workflow Editor

• Creating Workflows