About E-Mail Queues

An e-mail queue consists of a list of KANA Response messages that need to be handled by users. KANA Response has the following default e-mail queues, which you cannot delete:

Every department has a General pool queue. This queue receives messages that are routed to the department instead of a specific queue within the department.

The Undeliverable messages queue is located in the root directory. It receives all messages that cannot be routed appropriately.

Additional e-mail queues

You are likely to need additional e-mail queues to efficiently manage incoming messages. Use additional e-mail queues to:

E-mail queues and rules

Rules determine which messages are routed to each e-mail queue. See About rules and rule groups.

Each e-mail queue can have a rule group associated with it. When a message is routed to an e-mail queue, KANA Response applies the rules in that e-mail queue's rule group. If these rules or any previous rules do not route the message to another queue, then the message remains in the queue, where assigned users can open the message and take action.

E-mail queues and priority

When you create an e-mail queue, you assign it a priority number. The lower the priority number you assign, the higher the priority of the messages in the queue. When users download messages, they receive messages from the highest-priority queues first. Within a queue or a group of queues having the same priority, users receive the oldest messages first.

KANA Response assigns a default priority of 3 to the following queues:

KANA recommends that for basic systems, you assign escalation queues a priority of 10 and other queues a priority of 20. If you have a complex system of priorities, KANA recommends assigning priorities in multiples of 10 so that you leave room for adding queues with higher or lower priorities later.

How queue timeouts work

KANA Response administrators can set the following timeouts for a queue.

Service level: The timeout determines service level time of a message. Based on the service level time set for a queue, message will be expired once it exceeds the service level. A note gets added that the SLA has expired on the message.

Escalation time: The timeout determines how long a message can stay in a particular queue after it is routed there.  The administrator specifies which queue, usually one with a higher priority, that the message will be routed to after the timeout has expired.  Because messages in higher priority queues are downloaded into an agent's inbox before those in queues with lower priority, the combination of timeouts and prioritized queues helps ensure that messages are handled in a timely fashion.

Collaboration timeout: The message is collaborated with a user outside of the KANA Response system called Collaborated Message. The timeout determines if the user responded within the collaboration time to complete the message and  expire once the set value has reached. A note gets added to the message upon expiration.

The collaboration timeout applies for both collaboration, Forward & Track messages. Expiration is calculated using timeout and service clock. It determines how long a messages can be in the state of waiting for Collaboration reply or Forwarded & Track reply. After the timeout has expired, if the message was collaborated or forward & track by

Note: Time interval for monitor to run has to be set under workflow settings - 'Frequency for checking timeouts' accordingly.

When timeouts do not apply

Time outs apply only to those messages that require a response. In the following cases, timeouts no longer apply:

If you do not want messages escalated from a queue

If you do not want messages escalated from a queue, set the Escalate to field in the E-mail queues window to "Do not escalate."

What happens if the message returns to the queue

If a user releases a message back into a queue without answering it, KANA Response includes the time the message stayed in the user's inbox when determining whether the timeout has elapsed. For example, suppose the message spent two hours in the queue, and then eight hours in the user's mailbox before being released back into the queue without being answered. If the timeout is set to 8 hours, then KANA Response determines that the message has been in the queue for ten hours and escalates the message to the specified queue.

If a message is routed to a different queue and then returned to the original queue, the timeout period for the message starts again from 0.

The rules for a queue are not reapplied if the message is returned to the queue.

Review Message Settings

Route Rejected Message to : This property allows KANA Response Administrators to route all messages in review state of this queue to another queue upon rejection of the reviewed message. The list of queues to which the rejected messages can be routed to is available in the drop down list. By default “Route to Original Queue” is selected, which implies that a rejected message is sent back to the queue from which it came into the review queue. This property only applies to any messages that are routed to this queue for reviewing only. It does not apply to other type of messages that come in this queue as part of normal workflow.

If you do not want rejected messages routed to a queue

If you do not want rejected messages route to a different email queue, set the Route Rejected Messages to field in the E-mail queues window to "Route to original queue."

Queue Watermark Level Settings

 Watermark setting notifies the administrator when the message count reaches low or high.

Queue Watermark

Indicates that the watermark feature is enabled for the queues under the current department

Low watermark

Indicates the global low watermark for the queues.

High watermark

Indicates the global high watermark for the queue.

Alert E-mail to

Alert E-mail will be sent when any queue reaches either to low or high watermark set.

This field has maximum 255 characters.

KANA Response use semicolon ( ; ) as delimiter between email address (e.g., a@a.com;b@a.com)

Apply To

Water marks is applied based on message types such as active, inactive or both

Available Queues

Indicates the list of queues which are available to enable the watermark feature.

Assigned Queues

Indicates the list of queues enabled for watermark feature.

To assign additional queues, select a queue in the available queues list and click Add.

 To remove a queue, select a queue in the assigned queue list and click Remove.

E-mail queues and users

Each e-mail queue can have multiple users assigned to it, meaning messages from this queue will populate their inboxes. Likewise, a user can be assigned to multiple queues.


How do I add e-mail queues?

How do I edit e-mail queues?

How do I delete e-mail queues?

Learn about users.

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