The Scheduler allows you to repeat the jobs at specific intervals. Let’s set up the Workflow Automation to change the case from one Queue to the other if a case has been waiting for 5 minutes.
We have two routing queues: Default and Urgent.
With the Scheduler, a case waiting in the Default queue for more than 5 minutes, it will be automatically routed to the Urgent queue. To do so, we have created a Scheduler called “Waiting in the Queue” with the crontab expression to run every 5 minutes.
Go to Workflow Automation Schedulers, and click add.
You will need to fill in the interval in the Crontab format. You can find a guide on how to create such interval here. For example, if you want to execute the job every 5 minutes, the interval will look like this: */5 * * * *.
Next, we need to set up the requirements, or as we call them, conditions the data must meet for the scheduler to perform an action.
Click on Conditions next to the Scheduler and then “add”.
Fill in a name, choose channels, tags, source queues, limits and statuses to match the cases against. We choose the case waiting time 5 minutes because that’s our condition and status new because we want to reroute only the cases that need to be processed:
IMPORTANT NOTE: please keep a close eye on the statuses you choose as they could back up the workers. Choose the new/pending/escalated and make sure to not include the trashed and closed cases unless you specifically want them to be processed! :)
Don’t forget to hit the Save button ;)
Now that we have the conditions in place, we need to set up the job that will perform the action of rerouting the case to the Urgent queue.
Go to Automation > Jobs and create a Job named “Route case to another queue”.
The Job will do what s described in its name. It will take the case and route it to the Urgent queue. Just choose the action and the Routing queue:
The created Job needs to be connected to the Scheduler. We will do so by clicking Jobs back in the Automation > Schedulers.
Choose the Job and add it to the Scheduler:
Voilá, we are all set!
Let’s test it!
We sent a message to one of our testing channels, which was first routed to the Default Queue as desired.
After staying in the queue for longer than 5 minutes without agents’ interaction, the next time the Scheduler runs the system routes this case to the Urgent queue automatically.
Now that you saw how the Automation Schedulers work, go on and create your own!
Don’t have the Workflow Automation yet? Contact your Account Manager! :)