Using Queue Search

4.21.1 Using Queue Search

In the Search Criteria section, you can primarily use the Search List By filter to search based on either Queues or Users maintained in the system. Depending on the option selected, you can further filter your search using the following list of parameters and query the database by providing one or more parameter values.

Table 4-114 Search Criteria

Field	Do this
Hard Assigned Queue	Select the queue name from the drop-down list. The list displays both Enabled and Hard Assigned customer servicing queue definitions.
Acc #	Specify the account number to which the queue is assigned.
Responsibility	Select the user/queue responsibility from the drop-down list. The list displays various user responsibilities as defined in Setup > Administration > User > Queues > User Groups tab.
User	Select the User from the drop-down list. The list displays all the hard assigned users maintained in the system.

Note:

You need to specify a minimum of one parameter for the search to retrieve queues from the database. Else system displays an error message.

Click Search. The search results for Queues are displayed in both the Queues & Queue Assignment section. Whereas, the search results for a User (selected in Search List By option) is displayed in Queue Assignment section.

You can also click Reset to clear the filters specified in Search Criteria.

Remove Account Filter

While searching for queues using Account number as the Search Criteria, the Queue Assignment section displays the filtered search results along with the remove Filter option in the header.

Clicking on remove Filter button will remove the account number filter and displays all the accounts belonging to the selected queue.

Parent topic: Queue Assignment