Reroute Case to a Different Queue

Reroutes all cases that match the criteria to another queue.

Contact center administrator Akela Wolfe wants to reassign contacts to a different queue with a higher priority if they have been waiting for an agent too long.

To accomplish this automated process, Akela creates a case created trigger with delayed execution of 10 minutes and the following delayed conditions:

  • Case waiting time: Allows her to specify how long a contact should wait before the trigger fires. Akela sets this to 10 minutes.
  • Case status: Allows her to specify the status of cases this trigger should apply to. Akela selects New and Open to only target contacts that haven't had any interaction with an agent yet.

Then, she creates the reroute case to a different queue job. She also creates a change case priority in the queue job to give the case a higher priority so it is handled quickly. She adds both jobs to the trigger.

With this configuration, a new contact that has been waiting in the queue for 10 minutes will automatically be routed to a new queue at a higher priority. This ensures the contact gets connected to an agent as quickly as possible to reduce any further wait time.

Create This Job

  1. Click the app selector and select ACD.

  2. Go to Digital > Automation Jobs.

  3. Click Add.
  4. Enter a Name that describes what the job does.
  5. From the Action drop-down, select Reroute case to a different queue.
  6. Select the new queue from the Routing queue drop-down.
  7. Click Save.

Add The Job to a Trigger

  1. Go to Digital > Automation Triggers.

  2. Locate the trigger you want to assign this job to and open it.

  3. Click Add existing job.

  4. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
  5. Click Add.