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Managing social work queues and work lists

As a manager, you can bulk process work lists and work queues. You can select all of the social cases that are assigned to a customer service representative and perform various actions on them, such as wrapping up, reassigning to a specific work queue or customer service representative, and escalating them.

  1. In Designer Studio, click Launch > Interaction portal.
  2. In the left panel, click Manager Tools.
  3. In the Social tools section, click Work queues and select an operator by clicking the > icon.
  4. The work queues and work lists are shown in order of quantity of posts, for example, a work queue with 18 open social interactions is displayed higher in the list than a work list with 5 open interactions.
  5. To wrap up the cases, in the Work queues section, perform the following steps:
    1. Select the Message check box.
    2. Click Wrap up.
    3. In the Status list, select a status and its corresponding value in the Reason list.
    4. In the Final Sentiment list, select a sentiment.
    5. Click Wrap up.
  6. To escalate the cases, in the Work queues section, perform the following steps:
    1. Select the Message check box.
    2. Click More actions, click escalate.
    3. In the Escalate window, in the Escalate to list, select a value and its corresponding value in the Reason list.
    4. Click Escalate.
  7. To reassign the cases to a customer service representative, in the Work queues section, perform the following steps:
    1. Select the Message check box.
    2. Click More actions, then click Reassign.
    3. In the Reassign window, select operator or workbasket, and then complete the fields.
    4. Click Reassign.
  8. Repeat steps 3 to 7 for Work lists.
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