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:
Undeliverable messages
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.
You are likely to need additional e-mail queues to efficiently manage incoming and outgoing messages. Use additional e-mail queues to:
Distribute certain messages to be handled by different agents.
Prioritize messages.
Escalate messages that have not been handled after a specified period of time.
Messages can be routed to a review queue where the agents with the necessary permissions can download and review the messages before the messages leave the Response system.
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.
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:
General pool
Undeliverable messages
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.
KANA Response administrators can set the timeout for a queue. The timeout is called the "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.
Timeouts apply only to those messages that require a response. In the following cases, timeouts no longer apply:
The message has been answered, so KANA Response considers it completed.
The status of the message has been changed to no-answer, so KANA Response considers it completed.
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."
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.
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.
Note: Though Response Live is integrated with Response system, it will use response queuing structure. It will no longer use the Response Live queuing structure.