Now that we have created the Queue, let’s take a closer look at the filters inside.
Click “Filters” on the right side of the queue you want to edit and Create a new Filter.
Remember, you can create more filters for each queue. The Filters follow the same waterfall structure as the queues in matching the cases against the criteria in the filters. If you leave the rule settings blank, the rule is skipped.
Once inside the filter, choose the name.
The priority overdrives the order chosen in the Basic settings so you can make cases matching certain rules to be routed first or vice versa. You can choose priority values from 1 to 1000, where 1 is the lowest and 1000 is the highest.
Choose the included channels:
The included and excluded auto tags:
If you use the automated sentiment or language recognition, you can rout based on those too
Using URLs separated by a comma, define the sources that the case has to come from in order to be considered matching the filter. You can apply these to Keyword-based monitoring or the RSS feeds. This means that you can push mentions of your brands from certain websites to certain queues :)
You can also use Custom Fields for the routing purposes, both case and CRM fields. Choose the value that the case has to have in order to match this filter.
Now the next one is exciting! You can choose that a certain queue will take care of your customers with the highest amount of followers choosing the number of followers to be "higher than" or the other way around with "Less than" ;)
The Subject rules serve for including or excluding the Natural Language Processing (NLP) results in your filters. Here comes the automation!
Next up is the Custom Rule. It allows you to set up a URL endpoint with data to validate the case against it. It could be any sort of information validated against your customer database for example ;) The validation works based on "TRUE" and "FALSE".
Last but not least is the Date and Time rule. Basically, you can take business hours to another level - the general and channel based and now also the queue based ;)
With this rule you can set up several different queues with the same filters but a different time when they receive cases. So, for example, Q1 handles 9 AM to 5 PM, afternoon shift gets Q2 with cases between 5 PM and midnight and the 3rd shift (Q3) gets cases between midnight and 9 AM.
You can also set up an absolute date for any kind of bank holidays and such :)
Hurray! We made it through all the different filters in the Queue. In case you do not wish this filter to be applicable, just leave it blank :)
In the next article, we will explore what sub-queues are about ;)