The Queues page is used to create and manage sets of search criteria for use by quality managers. The system automatically generates lists of calls for each set of criteria, so that the quality analyst can listen to them. The generated lists are randomized. That is, the system does not just take the first calls in the database that match the search criteria; rather, it randomly selects calls from all those calls that meet the criteria. For example, if the quality analyst needs to listen to a random selection of calls that belong to a particular program, and a random selection of calls that were handled by each agent, you would create two queues, one for the calls from the program and another for calls per agent.
The Queues page is designed to be used in conjunction with the My Queues and the Recently QAed widgets on the Views page. The queues are created and managed in the Queues page; the quality analyst works with the generated lists in the My Queues widget, and the supervisor can keep tabs on what calls have been dealt with in the Recently QAed widget.
A new queue is automatically assigned to the person who created it, and appears in that person's My Queues list. You can choose to share a queue you create with one or more other users. When you do this, the queue appears in the Queues page in read-only form, and in their My Queues widget. Supervisors can assign queues to quality managers by sharing the queues with them. Thus, for example, if you want Joe to handle Queue 1 and Ellen to handle Queue 2, you would share Queue 1 with Joe and Queue 2 with Ellen.
To open the Queues page:
The Queues page lists all of the queues that you created and that were shared with you. You can only edit, share, or delete the queues that you created. The checkbox and Action links of queues that someone else created and shared with you are not available.
If you created a queue, you can edit it, share it with other users, delete it, or make a copy of it.
To edit a queue's settings:
To edit a queue's search filter:
The Search Filter page is opened. The top of the page contains the name of the queue and the filter settings.
If you want to assign responsibility for a queue to other users, you must share the queue with them. When you share a queue with someone, the queue appears in their Queues screen in read-only form, and in their My Queues widget. When anyone sharing a queue reviews a call in the queue, the queue record (calls reviewed/left) is updated for all of those sharing the queue. To share a queue:

To search for specific users, type the user name in Share with users text box.
To delete a single queue:
To create a new copy of an existing queue:
| Once you have created a queue by copying an existing one, you can modify it as you would any other existing queue, as explained above. |
In addition to a name and optional description, each queue consists of two parts:
The search criteria are defined using a standard Search form.
To create a new queue:
The Search Filters screen opens.
For additional information, see Defining Search Criteria.
| If you specify a time period in the quota definition (see below), the date range defined in the call search criteria is overridden. |
The New Queue dialog box opens.
| Quota Type | Description |
|---|---|
| Opportunity | No quota: When the quality analyst chooses to review a call that matches the search criteria, the system retrieves an appropriate call, but there is no specific requirement for how many calls to review. |
| Calls in date range per agent | For each time period, the system retrieves the required number of calls for each agent. The fields required to define the settings are added to the dialog box. |
| The Per Agent field is not currently in use. |
| If you want to assign the queue to other users, you must share it with them (see Sharing a Queue). |
The Queues List contains the following columns:
| Column | Description |
|---|---|
| Queue | The name of the queue |
| Description | The description of the queue |
| Quota | The number of calls that should be reviewed, per agent in each time period specified by the queue |
| Action | Click one of the links to select an action (see Managing Queues). |
You can sort the rows of the Queues List by any of the columns (except the Action column).
To sort the list by a column: