Queues

About Queues

A queue holds incoming eGain customer service activities such as emails and chat sessions that are waiting to be assigned to eGain agents.

For example, a sports goods company may receive email queries relating to orders, replacements, billing and shipping. The administrator for that company can create four queues, one for each type of activity, then each type of query can be routed to the correct queue. Agents and user groups with the correct expertise are given permissions to access the queues to process the incoming activities.

Queues are imported into eGain Analytics from eGain servers in your installation. For more information about eGain queues, see the eGain Administrator’s Guide to Routing and Workflows.

Working with Queues

In this release of eGain Analytics, queues imported from eGain are read-only.

eGain Analytics supports the following actions for queues imported from eGain:

• Using queues in reports (see About Reports)

• Using the classic Resource Manager to view queue details and history (see About Resource Manager)

• Displaying queue details in the Resource Manager gadget grid, provided Show All is selected (see Resource Manager Gadget)

• Moving queues to a different location in the eGain Analytics folder structure, using either the classic Resource Manager (see Moving Resources) or the Resource Manager gadget.

Related Information

• About eGain Resources