Part III: Environment Items > Queue Groups > Creating a Queue Group

Queue Groups

With queue groups, you can specify a group of work queues that operators get their work from. With this feature, operators can see their work across multiple queues and can work on their highest priority items first. You can associate the queue group with the operator’s entitlement set so that the queue group can be used as the operator’s default work list.

When operators work in work feed mode, they get their work from the queue that is specified as their default queue. You can set up cascade queue feed mode or global queue feed mode to allow operators to work across multiple queues. In global queue feed mode, operators are fed their highest priority work items across multiple queues as if they were working from one large queue.

Note: When a user accesses the queue list, only the queue groups that contain at least one work or view access queue are displayed. You must ensure that the queues in a queue group are queues that an operator has work and view access to. However, if the queue group includes queues that the operator cannot access, XTRAC Workbench displays a No Access notification to the operator when they try to view a work list in that queue.

The items that are listed in a work list depend on the operator’s display options. You can determine which work is listed by selecting work items, suspended work items, frozen work items, correspondence, and internal message items.

Note: Correspondence and internal messages do not appear in a work list that is associated with a queue group.

For additional information about how operators work with queues, see Operators.

You can also create work selection rules at the centralized level. This feature filters and sorts all work by the same work selection rule for all operators that have a queue group specified as their default work list queue. Because different fields might be available at different queues, work list rules allow up to 30 fields to be included in the work list.

You must create the following components before you can create a queue group:

Creating a Queue Group

Note: To define a queue group, you need the Create Queue Group security function as part of the security group that is associated with your entitlement set.

To create a queue group

  1. In Feature Explorer, click Environment > Queue Groups.
  2. In the Queue Group Summary window, click New.
  3. In the Queue Group Detail window, in the Name field, type a name for the group (up to 30 characters).
  4. In the Description field, type a description for the queue group (up to 60 characters).
  5. To select queues to add to the group, click Add.
  6. In the Select Queues window, select the queues that you want to add to the group.

Note: You must select at least one queue to create a queue group.

  1. Click OK.

The Queue Group Detail window opens and lists the queues that you selected.

Note: To remove a queue, select it, and then click Remove.

  1. (Optional) In the Change Request ID field, type the ID of the change request (up to 30 characters).
  2. (Optional) In the Memo field, type the reason for creating the queue group (up to 60 characters).
  3. Click Save.

XTRAC saves the new queue group.

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