E-mail Queues Window

Name

Displays the unique name for this queue

Priority

Displays the priority assigned to the messages in this queue

Escalate To

Indicates the queue, or the user, to which messages should be routed when the escalation time has elapsed

Escalation Time

Displays the amount of time that a message can remain in this queue before KANA Response automatically escalates it to another queue

Users

Displays the number of users assigned to this queue or displays the name of the user if only one is assigned to the queue

Rule Group

Displays either the name of the rule group assigned to this queue or a New Rule Group link. Click the New Rule Group link to create a rule group for this queue.

Name

Indicates the name assigned to the queue. The name must be unique within a partition.

Description

Contains optional text that provides additional information about the queue

Department

Indicates the department to which the queue is assigned

Priority

Displays the priority assigned to the messages in this queue

You can specify a timeout for each queue, so that if a message does not get downloaded into a user’s inbox within a specified period, it is escalated to the selection in the Escalate To field. Unless your system is very complex, it is recommended that you assign escalation queues a priority of 10 and basic queues a priority of 20. If your system is very complex, you may need more priority levels, but it is still recommended that you assign all but the highest priorities in multiples of 10; for example, 1, 2, 3, 10, 20, 30, 40, 50. This leaves room between queues in case you need to add queues of intermediate priority.

Escalate to

Indicates the queue or the user to which messages should be routed when the escalation time has elapsed

Service level

Indicates the targeted wait time for this queue. The value in this field does not influence the behavior of the system. KANA Response uses this value for reporting only.

Escalation time

Indicates the amount of time that a message can remain in this queue before KANA Response automatically escalates it to another queue. Note that the department service clock influences when the message will actually be escalated. For example, if your department service clock defines an eight-hour day for your department, setting the escalation time to 24 hours means the message would not be escalated for three days.

Collaboration timeout

Indicates the amount of time that can pass before a collaborator must return the message to the user who sent it. If the collaborator fails to respond, then the message returns to the original user. Note that KANA Response considers vacation autoresponses from collaborating agents to be a response to the collaboration.

Available users

Lists the users who can be assigned to this queue. Select a user and click Add to assign that user to this queue.

Assigned users

Lists the users currently assigned to this queue. Select a user and click Remove to remove the user from this queue.

Add

Moves the selected user from the Available users list to the Assigned users list

Remove

Moves the selected user from the Assigned users list