Hi, on the agent desktop, the cases pulled from the queue and then canceled are only being displayed for the current operator(agent) that pulled them from the queue. The rest of the agents can't see them on their agent desktop.
How can I change it so that all agents will see the same cases uniformly on their agent desktop?
Thank
Like
Hello Shira,
The mentioned situation occurs according to the OOTB logic and the configurations set for the Queues. As an example, if you have filter "Assignee is not filled in" for the queue then when the agent opens the case from the queue, it is being automatically assigned to the agent (expected behavior).
For the case to be put back into the queue, the agent needs to press "re-queue" button. Also, let me mention, that the case won't be re-queued immediately, but within update frequency specified in queue's settings.
Best regards,
Anastasiia
But using the "re-queue" button is automatically putting the case at the beginning of the queue. I need the case to get back to the same position it was before it was pulled from the queue.
How can I do it?
Anastasiia Zhuravel,
But using the "re-queue" button is automatically putting the case at the beginning of the queue. I need the case to get back to the same position it was before it was pulled from the queue.
How can I do it?
Shira Shatz,
I would advise to check the following article in order to configure the desirable queue sorting: https://academy.creatio.com/docs/user/service_tools/contact_center_tool…
By a default while clicking the [ Re-queue ] button (to put off processing the case), the [ Agent desktop ] section will be displayed again. The postponed case will be placed at the end of the queue regardless of the set record sorting rules in the queue.
By clicking the [ Cancel ] button (to cancel processing the case), you will as well return to the agent desktop and the case will be queued back to the same position it had before you started processing it.
More detailed information can be found here:
https://academy.creatio.com/docs/user/service_tools/contact_center_tool…
If the issue persists despite the mentioned above recommendations, please email us at support@creatio.com, so we will be able to check the corresponding configurations and advise in more details.
Best regards,
Anastasiia
Anastasiia Zhuravel,
By clicking the [ Cancel ] button (to cancel processing the case), the case is displayed only to the operator that pulled it from the queue. This is what my problem is about. The main problem is that the same case that was canceled (let's say by me) will not be displayed for the rest of the agents on their agent desktops!