Overview
Use queues, departments, skills, eligibility, presence, capacity, priorities, routing rules, assignment strategies, predictive factors, and manual or automatic assignment.
Problem
Unassigned or misrouted service work creates slow response, uneven workload, and unclear ownership.
Solution
Keep queue, eligibility, routing, capacity, and assignment state in Agent Desk and route work only to permitted and eligible agents.
How it works
Supervisors configure queues and routing; Agent Desk evaluates case attributes, required skills, queue eligibility, agent presence, workload, capacity, and routing policy before assignment or manual pickup.
Who is this for
Support Manager
Supervisor
Agent
Expected outcomes
- Clear case ownership and waiting-queue state
- Balanced, policy-driven workload across eligible agents
Key metrics
Gallery
Security impact
- Case routing, queue, assignment, agent presence/capacity, and SLA metadata · PII: yes where requester, conversation, attachment, identity, or case context contains personal data
Compliance
- Workspace permissions, Agent Desk resource authorization, visibility policy, audit, retention, and legal-hold controls
Availability & next steps
Free
Team
Pro
Enterprise