A queue generally represents a sort of container in which a manager/supervisor or employee carries out the service requests where the nature of the problem has been correctly identified, but where it is difficult to determine the employee most suitable to resolve it.

Within the customer support service, each employee is invited during the day to view the contents of the different queues defined in the application. Each employee can in this way understand the nature of each request. If an employee feels confident with respect to their ability to resolve a specific demand they can assign themselves to the request.

The queues must be used sparingly. In fact, each request placed in a queue introduces a read of this request by all the employees in the service. It is therefore not an economic allocation method in terms of the resources mobilized.

Prerequisite

SEEREFERTTO Refer to documentation Implementation

Screen management

Header

Sequence no. (field NUM)

This field is associated by default with an automatic sequence number counter, but you also have the possibility to use a manual counter. You can thus modify the initial automatic numbering.
Description (field QUEDESAXX)

This field must contain a short name that is used to determine the interest and the object of the queue in a non equivocal way.

This long description is used as a title in screens and reports. This title can be translated and is recorded in the user's connection language.
You can add your translation in another language using the Translation function.

  • Click Translation from the Actions icon in the field concerned.
  • In the Translation window, add a new language code with the translation in this language.

Tab Description

Enter a description of the service request type to be placed in this queue.

field FULDES

Enter a description of the service request type to be placed in this queue.

Tab Skill Groups

Use this tab to enter or view the list of skills groups associated with a queue.

This information is used by the automatic assignment processes for the service requests. In fact, it is advisable to qualify each service request with a skills group.

The following summary description of the automatic assignment mechanism for a service request (on the basis of a skill group) provides you with insight on the importance of entering a skill group associated with a queue:

On exiting a skills group entry, the system attempts to allocate the request to a competent employee and in preference to one that is less busy that the other competent employees. If no competent employee could be identified, the system then searches the first queue associated with the skills group and assigns the request with the queue found. If no queue can be identified, the request is then assigned to dispatching.

Grid

Skill (field PBLGRP)

Use this tab to enter or view the list of skill groups associated with a queue.

This information is used by the automatic assignment processes for the service requests. In fact, it is advised to qualify each service request with a skill group.

The following summary description of the automatic assignment mechanism for a service request (on the basis of a skill group) provides you with insight on the importance of entering a skill group associated with a queue:

On exiting a skills group entry, the system attempts to allocate the request to a competent employee and in preference to one that is less busy that the other competent employees. If no competent employee could be identified, the system then searches the first queue associated with the skills group and assigns the request with the queue found. If no queue can be identified, the request is then assigned to dispatching.
Description (field PBLCLA)

Click this action to view the Service requests linked to the skills groups in the queue.
If no service request is assigned to the skills group in the queue, you access the Service requests function with no error message. The outcome is identical if no skills group is entered at the level of the queue.

Limitations

The import of queues is not supported by Sage X3.

Error messages

In addition to the generic error messages, the following messages can appear during the entry :

This skills group has already been entered.

This message appears when the user attempts to associate he same skills group twice to the queue.

Tables used

SEEREFERTTO Refer to documentation Implementation