The Issue:
The account open in the workspace is not appearing in a queue.
Solution:
Use the Queue Analyzer tool to determine why the account does not meet the queue criteria.
- With the account open, click the Tools drop down.
- Select Queue Analyzer. The Queue Analyzer window opens.
- A list of queues within your system are displayed. Any queue that has a green check next to it means that the account meets the criteria of that queue.
- To determine why the account you have open does not meet criteria of certain queues, double-click a queue to open the details.
- A new window appears. Under Account Fields, the fields that the queue calls for are displayed along with the account's information.
- On the right side, the Queue Criteria Matching section displays all criteria that must be meant in order to fall into that queue.
Green Criteria If the criteria is green, that account meets that requirement.
Red Criteria Red If the criteria is red, that account does not meet that requirement. All criteria must be green in order to fall into that queue.
See Also