To improve workload management and task routing in your application, create a
work queue that holds assignments for operators and robotic queues. Because you associate a
work queue with a group of users or a robotic queue, you logically and efficiently categorize
work inside your organization.
For example, create a work queue for customer
service representatives (CSRs) who manage loan requests to ensure that an application routes
loan request tasks to users with relevant skill set and qualifications.
Note: When you create an application, the system creates a default work queue and work group.
Because of mutual dependencies, you need to provide a work queue when you create a work
group, and when you create a work group, you need to provide a work queue. Use the default
values, and then provide the actual values after you create your work group and work
- In the header of Dev Studio, click .
- On the Create Work queue tab, in the Short
description field, describe the purpose of the work queue.For example: Enter Loan requests.
- In the Work queue field, enter a name that clearly conveys the
purpose of the work queue and its contents to users of the application.
Note: For a better distinction between work queues and other organization elements, append
the WQ characters to the work queue name.For example: Enter LoanRequestsWQ.
- Click Create and open.
- On the Work queue tab, in the General
section, specify a work queue type:
|Create a work queue that distributes assignments to a virtual
- In the Type list, select
- In the Maximum queue length field, enter an integer
that defines the maximum number of tasks that a queue can contain.
- In the Maximum automation execution time (seconds),
enter the maximum amount of time in seconds that the virtual machine can take to
run the assignment before the system cancels the assignment.
|Create a work queue that distributes assignments to users||In the Type list, select
- In the Organization section, specify an organization layer that
contains your work queue:
- In the Name field, enter the name of an organization to
which the work queue belongs.For example: Enter UPlus.
- In the Division field, enter the work queue division.For example: Enter BankingOperations.
- In the Unit field, enter the work queue unit.For example: Enter LoanRequests.
- In the Work group field, enter a work group that you want to
associate with a work queue.
A work group consists of a work queue and a manager to which the work queue
- Optional: To notify operators about new assignments, in the Contacts
section, in the text field, enter the ID of an operator who receives a notification when
an application routes work to the work queue.
- Optional: To add more operators who receive notifications, click Add item,
and then enter the operator ID.
- Optional: To specify which users can process work in this work queue, in the
Roles section, in the text field, enter the required role for a
user to resolve assignments from the work queue.
Caution: If you leave this field blank, any user who can access the work queue
can process work.
- Optional: To add more roles, click Add item, and then enter a role.
To process work, a user needs to have at least one role from the set of roles that you
- Click Save.