The Work Queue feature helps you track the progress of scheduling, e-learning, coaching, and acknowledgment tasks from task creation to its completion. You can create work queue tasks, track the assignment history of the task to check if the task was moved from one assignee's queue to another along with the communication that occurred with this transition, and also set up automated alerts to continuously monitor and get notified about interactions for specific criteria. The Work Queue feature also enables you to generate task performance reports for Agents, Arbitrators, and Managers.
Accessing the Work Queue Window
To access the Work Queue window, on the WFO tab of the LVP, click Work Queue:
The following items are covered in this section:
The Work Queue feature and Work Queue Performance Report are available on the WFO tab if the Work Queue add-on product is enabled. Contact your Account team to enable this feature.