- Head over to Workflows > Queues.
- 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.
- Identify the queue you want to modify. On the right hand side, click the ... menu and select Edit Queue. A prompt will appear:
- 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.
Updated 9 months ago