Dynamic Queue Management

Gnatta can automatically move queries from one queue to another based on rules you define. Here, we’ll cover how to do it and what it means for you.

Why Would I Want To Automatically Update Queues?

You can choose any event in Gnatta to switch queues, some of the useful events to do this from include (bear in mind your imagination is the limit here!):

• Further messages being sent by the customer (which might change which team is best to answer, or how quickly)

• Escalations to team leaders

• A certain amount of time has passed

• Something in an external system (like a CRM) has changed

• Contacts out of hours could go a separate queue for easier management

There are lots of applications for automatically switching queues; it ensures a query ends up with the right advisor no matter what.

How Do I Update Queues Automatically?

We’ll be covering the practical steps to make the queue change in this article. We won’t cover the different scenarios that might cause you to want a queue change to happen - check templates for help on this, or get in touch.

To get started, click the ‘+' icon the in builder and create a new ‘Update Interaction’ action. In the panel, you’re looking for the ‘Update queue’ settings.

Open

Update the queue with an ‘Update Interaction’ action

When you select it, you’ll see a list of all the queues you’ve got in your domain. In your list of queues, you’ll see ‘Position:X’ below the queue name. This is telling you how prioritised this queue is, and therefore how fast it’ll be answered. More urgent queries should be put in higher positioned queues; you can change this in your queue setup if you like.

When you select the queue, it’ll add it at the top, and you’re done!