How to create Case Queue Thresholds

  1. Head over to Workflows > Queues.
  2. Open the Case Queues tab:

Here you will see a list of all the case queues that currently exist.


I can't see the Queues tab!

If you cannot see the queues tab, you do not have the necessary permissions.

  1. Identify the queue you want to modify. On the right hand side, click the ... menu and select Edit Queue. A prompt will appear:
  1. Edit the Case count threshold section:

If a queue has fewer alerts than the minimum, it will appear in YELLOW.
If a queue has a number of alerts between the minimum and maximum, it will appear in ORANGE.
If a queue has more alerts than the maximum, it will appear in RED.