Assignment Queues - Exclude Customers From Virtual Queues

Modified on Wed, 10 Apr 2024 at 10:11 AM

A brand new guided flow for virtual queue creation is now live. This flow will walk users through the process of creating a highly customized virtual queue, that includes: naming the queue, choosing a CRM queue as the starting point, choosing additional case fields to further filter and refine the cases; and finally also filtering for specific customers, if needed. All fields are optional but the more refined and nuanced you set the queue up, the easier it becomes to have that queue contain only the cases you want it to have. Supported filter conditions at all stages include - AND / OR / EXCLUDE; as well as the ability to selectively apply these conditions by use of brackets.

  • Navigate to Assignment Queues in the case Assignment module.

  • Choose the virtual Queue.

  • Edit the Virtual Queue.

  • Click on Edit.

> Click on the Customers Tab, Select the Customers that you would like to Exclude. 

> Select Exclude from the Dropdown filter 

Customers will be Excluded from the Virtual Queues.

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