Purpose

Leverage Virtual and CRM Queues in the Assignment Board.

Summary

You can now view cases that belong to specific Virtual Queues, as well as create advanced filtering options that combine Virtual Queues with CRM Queues.

Using Virtual and CRM Queues to Filter Cases

As a result of advanced filtering, users can now create sticky presets that can be used to view all cases that are unassigned across multiple CRM queues as well as virtual queues created in SupportLogic. Various conditional selections correspond to CRM queues and virtual queues, namely:

• If more than one CRM queue is selected, only OR is allowed, since a case cannot belong to more than one CRM queue

• It is possible to choose both AND and OR conditions when selecting multiple Virtual Queues

• When the filter value is greater than 3, the use of brackets is possible to allow for powerful combinations