In this article, you’ll learn how to manage your Queues and how to control prioritisation of work allocated to your team. Each time you add a channel a queue is automatically created for you. You’ll be able to manage your existing Queues and add new ones on the same screen on Gnatta.
Here are the key definitions to be aware of before you get started:
Queues – These can be created to manage the allocation of different pots of work for your teams.
Priority – This allows you to place your Queues in priority order. This means you can control which types of work you want to respond to first.
Escalation – This allows you to increase the importance of your interactions in your Queues over time.
How these are all used – Gnatta will assign the most important work to your teams by first checking the escalation level of an Interaction. After this, Gnatta checks the priority (if needed) of the queue the interaction is in. Finally (if needed) the time the customer has been waiting since will be checked.
Adding a Queue
You can add a Queue through the Queues page. This is found through the icon on the Routing Menu on the left of your screen.
You will then be presented with this screen:
You can select any queue from the list to see the details or edit the queue. To add a new queue select the Add Queue button in the top right of the screen.
To create a Queue, give it a Name and select an Escalation. You will have three options added as default (there will be more detail on these later). Your lowest set Priority is automatically assigned to your Queue (+1) – more detail on managing priority later.
Click Save and you will see your Queue has been added to the list.
Select your Queue from the list will show you escalation details and allow you to assign teams to work allocated to this Queue.
To edit or delete your Queue, click the three dots next to the name.
Managing Priority
Clicking on the Priority tab on the page will open the view below. This will show all of your active Queues.
Here you can drag and drop your Queues into priority order. Queues can be placed at the same priority if you want queues to share the same importance.
Once you have repositioned your queues, remember to click Save to keep your changes.
Here you can see scenarios of Priority being used.
Managing Escalations
You can see your Escalation levels on the tab next to Priority, as shown below.
You will see 3 Escalations by default: Normal, Default and High.
All queues created when adding a channel will be given the Default Escalation.
You can use Escalations to increase the importance of Interactions over time through service levels. Let’s take a look at the Default Escalation to explain this.
This Escalation starts with the service level of Low by default.
As Interactions in the associated queues remain incomplete, the service level in the Escalation increases. In this case, the level becomes Medium after 240 minutes and finally High after 480 minutes. This will mean that the team knows that the Interactions that have been waiting for the longest are the most important, and therefore they’ll know to answer them first.
You can use the Set Queues button to assign more queues to an escalation. Using the three-dot menu next to the Escalation name lets you configure it like below.
If you are on a tier that lets you add your own Escalation, you can do so through the Add Escalation option in the top right of the screen to open the menu below.
Give your new Escalation a name and select a default service level (the options are Lowest, Low, Medium, High and Highest in that order). Once you’ve done this you can then start to add your increments as shown below.
Once you’ve added the increments desired, select Save, and your escalation will be added to the list ready for you to assign Queues to it.