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

The DATA Act Driving Grant Management Automation

The Digital Accountability and Transparency Act enacted in May 2014 calls for making spending data available in open, standardized formats to be published online.  It is a continuation of transparency initiatives and lessons learned with experiences such as grants.gov, the 2009 economic stimulus under the Recovery Act and the spending site USASpending.gov.

Government grantees will have significant new administrative responsibilities.  Many organizations that were tracking grants in spreadsheets or documents will have to adopt more sophisticated automated grant management systems such as Microsoft Grants Manager to keep up with reporting rules.

For profit companies will lose some privacy as a result of this law.  Grant recipients will be required to disclose information including officer salaries.

Continued improvements to publishing grant opportunities such as grants.gov may make it easier to find grants. These reforms together are designed to improve the effectiveness of grant prog…

Dynamics 365 for Government Contractors (GovCon) Frequently Asked Questions (FAQ)

One of InfoStrat's most popular solutions is Dynamics 365 for Government Contractors (GovCon).



Here are some answers to frequently asked question on this solution:
Can I add new fields to the solution?  -- Yes, the solution is fully customizable and you can add your own new fields to any form, view or report.Does Dynamics 365 for GovCon work on mobile devices?  -- Yes, Microsoft offers mobile apps for all the most popular platforms including iPhone, iPad, and Android phone and tablets.Does Dynamics 365 connect with bid data systems such as Deltek and Onvia?  -- Some information services, such as Onvia, offer integration with Dynamics 365.  Others require third party solutions such as the InfoStrat integration with Deltek GovWin IQ.What do customers typically customize for their unique requirements? -- Not all contractors follow the same steps in the capture process.  Most clients will tailor the business process to add or remove steps in order to match their sales methodology.  Of…

Introducing InfoStrat ProShop Professional Services

InfoStrat has recently announced a new service offering called ProShop to allow its clients access to dedicated support and software development services throughout the year outside of a structured project.  This service complements InfoStrat's specialties of Microsoft Dynamics, SharePoint, ClickDimensions, Scribe, Sitecore, and custom development.

ProShop addresses your information technology goals without hiring a fulltime overhead employee.
For a predictable monthly subscription, you’ll get personalized support. Your costs are fixed, so you can budget without surprises. You’ll have a dedicated consultant who will help you identify issues, upgrades, customizations, training, and goals. Whenever you need help, you know exactly how to get it—your consultant, backed by our team of experts.

While most of our services are either projects staffed by a full team or staff augmentation of certain roles to a project team, clients may need not only ongoing support but ongoing development s…