How do I create Queues for Case routing?
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Queues in Sprout help care teams efficiently organize and route cases. Rather than using teams for case assignment, queues act as containers for inbound cases based on urgency, topic, or customer segment, ensuring they reach the right agents or teams for resolution. With this feature, you can assign cases manually or automate the process, streamlining your case management workflows.
Examples of Queues You Can Create
- By Category: High priority, brand love, etc.
- By Network: Facebook, Instagram, LinkedIn, etc.
- By Language: English, French, Spanish, etc.
By utilizing queues, your care teams can simplify workflows, ensuring cases are routed and resolved efficiently.
Before creating queues, ensure you have Manage Case Settings permission and the necessary permissions to create teams, as well as at least one team created for assigning queue access.
Creating a Queue for Cases
Note that when you create queues, this applies across all Sprout Groups.
To create a queue for routing cases, follow these steps:
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Navigate to your initials/profile picture in the lower left hand corner. Select Settings.
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Click Case Settings under the Inbox section.
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Click Create Queue. A modal will pop up with various configuration options:
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Name: The queue name will identify the queue in navigation, filters, reporting, and on the Cases Settings page.
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Description: The description appears in the Cases Settings page.
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Teams: Add the teams you want to have access to cases in the queue.
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Case Routing Method:
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Capacity Based: Cases will be assigned automatically in a distributed order based on capacity.
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Round Robin: Cases will be assigned automatically in a set order.
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Manual: Agents will need to manually assign cases to themselves from the queue.
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Allow team members to view Queue: When selected, team members in this queue will be able to view and manually assign Cases.
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Click Save. Your queue has been created and is available for cases to be routed to.
To Delete a Queue
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Navigate to your initials in the lower left hand corner. Select Settings.
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Click Case Settings under the Inbox section.
- Find the queue you want to delete. Click the Trash Can icon. A modal will pop up to confirm. Queues that are deleted will have cases routed to the default queue and may impact automated rules that are routing cases to that queue.
- Click Save. Your queue has been deleted; this cannot be undone.
