With Sub-queues you can separate existing queues into smaller fractions, refining the routing process.
Click on “Add sub-queue” button.
Name your sub-queue and assign users to it.
Set up the sub-queue by creating filters the same way we learnt in the previous article "Filters explained!”.
Once set up continue by assigning the new sub-queue to a queue. Click the sub-queue button on the queue level:
And choose the sub-queue of choice to be assigned to a queue. You will be asked to select which Sub-Queue you wish to add to that Queue.
Notice that to assign a Sub-Queue to an existing Queue, the Queue must not contain agents assigned to it. The reason behind is that the users have to be assigned to the Sub-Queues themselves. If there are users already assigned to the queue, trying to save the sub-queue returns an error.
In the next step, you need to set a weight to the queue. The weight stands for the probability that cases will be routed to this sub-queue. The distribution of messages in the Sub-Queues is based on the Bernoulli Distribution principle, which is basically a “coin toss” process. For instance, if you flip a coin you have 50:50 chance to get heads or tails; so, the more you throw the coin, the closer to 50:50 split you will get. That meaning that the bigger the volume of incoming cases in your Sub-Queue, the more accurate the ratio will be.
Once saved, you will be able to see the sub-queues assigned to the queue in the overview: