Skip to main content

Understanding Queues in Parature from Microsoft

Parature is Microsoft's leading customer service tool in the Dynamics family. It supports multiple channels for customer service, including online self-service, social, phone, chat and more. 

Queues are one of the fundamental concepts of Parature and other customer service products.  They define a structure for presenting tickets to customer service representatives so they can be handled by the right person at the right time. This blog post expands on the material in the Parature knowledge base.  Here is an article with instructions on the steps to create and modify queues.

The most fundamental queue is the customer service representative (CSR) queue.  The queue is a holding place for tickets before they are grabbed by a CSR to work on the issue.   Once they are grabbed, the queue has served its purpose and the ticket will disappear from the queue.  Multiple CSRs could use the same queue, or queues could be personalized for a single CSR, depending on how your CSRs map to the issues and tickets. 

To determine how many queues are needed, you must map out the skills required to resolve a ticket and availability of CSR resources.  For instance, if all CSRs can solve all tickets (a desirable but uncommon state), then one queue would be sufficient for all CSRs. In this case, tickets will be pulled from the queue by each CSR as they are available. 

More commonly, tickets are divided into multiple queues based on the type of issue.  The result is that a CSR specializing in a particular issue would only see tickets for that issue. You want to avoid presenting CSRs with tickets in a queue on which they cannot act.  

Availability of CSRs at different times and service level agreements (SLA) present additional layers of complexity. You may need queues that allow you to map to which CSRs are on duty. For this reason, Parature offers special types of queues:
  • Escalation Queue: for only escalated tickets so critical issues that require special attention can be handled in a timely fashion.
  • Business Hours Queue: You can set up business hours, after hours, or always queues, and assign the appropriate CSRs each queue based on their work schedules.
  • Un-routed Tickets Queue: In the event of a routing rule error make sure you never miss a Ticket with an un-routed Tickets queue.
  • Urgent Queue: For emergency cases or issues to create high visibility for CSRs and managers.  
Parature queues may be used in additional ways that combine features of these queue types to meet your needs.  You set up intelligent workflows to ensure that tickets are assigned to the correct queues.

As you roll out Parature, you may end up refining queues to optimize the performance of your support staff.  Self-service capabilities can change the pattern of trouble tickets over time and affect the workload of CSRs, so you may want to consider revisiting your service desk design from time to time.



Popular posts from this blog

Key Concepts for Microsoft Dynamics 365: Tenant, Instance, App and Solution

To understand Microsoft Dynamics 365 (formerly Dynamics CRM), you need to learn some new terms and concepts that may be a bit different from what you know from databases and solutions that are hosted on premises. This post introduces some of the key terms and how these concepts are important for planning your implementation. While Dynamics 365 is available on premises, it is most commonly deployed on the Microsoft cloud.  This blog post discusses only cloud implementations. Microsoft has multiple clouds such as commercial and government community clouds. We start with a Microsoft tenant .  A tenant is the account you create in the Microsoft Online Services environment (such as Office 365) when you sign up for a subscription. A tenant contains uniquely identified domains, users, security groups, and subscriptions.  Your tenant has a domain name of .onmicrosoft.com such as acme.onmicrosoft.com.  User accounts belong to a tenant, and subscriptions are assigned to user accoun

Replacing Microsoft InfoPath with Power Apps

Source:  https://powerapps.microsoft.com/en-us/infopath/ Microsoft has offered a number of forms automation products over the years, and the most long running was InfoPath which was released as part of Office 2003.  InfoPath is a powerful and flexible product that stores user data in XML while offering form features such as rules, data validation, scripting, and integration with SharePoint.  The popularity of SharePoint resulted in many organizations standardizing on InfoPath for forms, especially internal forms which are hosted on an intranet such as employee reviews, leave and payment requests, and human resources forms. Microsoft has discontinued InfoPath, with mainstream support ending July 13th, 2021, and extended support ending July 14th, 2026. Microsoft has named Power Apps as the successor to InfoPath .  Power Apps has much in common with InfoPath.  Both products include integration with SharePoint.  Both are geared toward the citizen developer and do not require advan

Understanding Dynamics 365 and Office 365 Admin Roles

Managing Dynamics 365 instances If you run Microsoft Dynamics 365 (formerly Dynamics CRM) in the Microsoft cloud, you need to understand how your Dynamics instances relate to Office 365 and choose which of your administrators receives which roles and permissions to manage Dynamics 365. In on premises deployments, your network administrator would create and delete user accounts.  The Dynamics 365 admin would then assign permissions to users in Dynamics 365. This post explains three administrator roles: Office 365 Global Administrator Dynamics 365 System Administrator Dynamics 365 Service Administrator You may think that the Dynamics 365 system administrator would have power to do all the actions needed to manage Dynamics 365, but this is not the case. What's different in Microsoft cloud deployments is that licenses and user accounts are managed in Office 365 by an Office 365 Global Administrator.  This role is analogous to a network administrator for an on premises