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guide
Queue configuration guide
Design smart queues with intents, SLAs, and staffing rules.
10 min•workspace•
operations
routing
1. Draft your queue hierarchy
- Start with core channels (email, chat, web form) per brand.
- Layer in specialist queues for billing, technical escalations, and VIP accounts.
- Write down ownership and coverage windows for each queue.
2. Configure queue settings
Navigate to Settings → Routing → Queues:
- Set visibility (agent, team, private).
- Define allowed channels.
- Assign SLA policies and business hours.
- Choose fallback owners if a queue is unmanned.
3. Map intents to queues
- Review existing AI intents.
- Assign default queues when confidence ≥ threshold.
- Configure overrides for specific customers or brands.
- Add guardrails so unresolved intents land in a general queue.
4. Apply staffing thresholds
- Enable Workload balancing to cap tickets per agent.
- Configure automations to notify leads when backlog exceeds target.
- Combine with analytics to forecast staffing needs.
5. Test routing flows
- Use the Routing simulator with sample tickets.
- Verify queue assignment, SLA application, and agent notifications.
- Capture screenshots to include in internal runbooks.
6. Monitor and adjust
- Weekly: inspect queue backlog, SLA breaches, and reassignment rate.
- Monthly: recalibrate intents if misrouted tickets exceed 5%.
- Quarterly: align queue structure with new product launches or policy shifts.
Effective queues keep agents focused and customers answered fast.
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