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Understanding agent queues


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An agent queue is a list of work to be done by an agent. Use Admin Studio to view work items in the agent queues by their status and take action on them. This information is useful for diagnosing agent processing problems.

To view agent queues, you must have the PegaRULES:SysOpsObserver role. To take actions on queue items, you must also have the PegaRULES:SysOpsAdministrator role.

  • Requeueing items

    After you repair a broken work item, requeue the item from Admin Studio. Requeueing a work item moves the item to the Scheduled queue.

  • Deferring items in an agent queue

    You can defer a work item in an agent queue if the work item has a status of scheduled or immediate. Deferring a work item moves the item to the Broken queue and is useful when you do not want the agent to process the item and you do not want to delete the item.

  • Removing items from an agent queue

    You can remove a work item from an agent queue. Removing an item deletes it from the queue.

  • Viewing an agent queue item's XML and error messages

    You can view the XML of a work item in an agent queue. In addition, you can view the error messages for items in the Broken queue. This is useful when debugging a problem with agent processing.

  • Filtering and sorting agent queues and items

    You can filter the list of agent queues and work items in an agent queue to narrow down the list of items displayed. For example, you may be interested in work items that were processed in a particular time range. You can sort the queues grid and items grid in either ascending or descending order. By default, the queues grid is sorted in descending order based on the number of items in the queue, and the items grid is sorted in ascending order based on the enqueued date.

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