Editing and managing custom omnichannel routing queues

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Location: Admin Center > Objects and rules > Omnichannel routing > Queues

If you're using omnichannel routing with custom queues, you might need to modify your queues from time to time. You must have the Agent Workspace to use omnichannel routing.

This article includes the following topics:

• Reordering your queues list
• Viewing or editing a queue configuration
• Deleting a queue

If you need to create custom queues, see Creating additional omnichannel routing queues.

Reordering your queues list

Omnichannel routing evaluates queues in the order they are listed on the Queues page. As soon as a ticket meets a queue's conditions, it's added to that queue, and the routing engine moves on to the next ticket awaiting placement in a queue.

To reorder your queues

1. In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Queues.
2. Use the drag-and-drop icons () in the Order column to reorder your queues as needed.

Viewing or editing a queue configuration

Sometimes it's necessary to check on and adjust settings after you create a queue. Changes to a queue are applied to new tickets entering the queue. Tickets already in the queue are routed based on the queue's configuration at the time the tickets entered the queue.

Note: If you're editing the conditions for a custom queue that distributes tickets between subqueues, you must deselect the subqueue option in order to save your changes. After the updated conditions are saved, you can re-select and configure the subqueues as needed.

To view or edit a queue's configuration

1. In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Queues.
2. Click the options menu icon () next to the queue you want to view or edit and then click Edit.
3. Make your changes and click Save.

Deleting a queue

After a queue is deleted, no new tickets can be assigned to that queue. However, if there are still tickets in a queue when it's deleted, the tickets continue to be routed as if from that queue to the primary and secondary groups. Deleting a queue that still contains tickets can negatively affect the routing of those tickets.

Deleting a queue is permanent.

To delete a queue

1. In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Queues.
2. Click the options menu icon () next to the queue you want to view or edit and click Delete.
3. In the confirmation dialog, click Delete queue.