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Case Central® Knowledge Base

Smart Queueing

Smart Queueing is a just-in-time case assignment system that automatically delivers the highest-priority case to users, ensuring your team always works on the most urgent items without manual case selection.

Overview

When Smart Queueing is enabled, users see an omnipresent button in the top-right navigation that displays as either Launch Next Case or Resume Case depending on their current activity. This streamlines workflow by eliminating the need to manually search for and select cases from the Case Tracker.

How Smart Queueing Works

Smart Queueing uses intelligent prioritization to determine which case to assign next:

  1. Scans assigned queues - The system reviews all queues the user has access to that are configured for Smart Queueing

  2. Prioritizes by due date - Automatically assigns the case with the soonest response due date

  3. Falls back to creation date - If no due date exists, the system assigns the oldest case by creation date

  4. Just-in-time assignment - Cases are assigned only when the user is ready to work on them, not in advance

This approach ensures your team is always working on the highest-priority items without manual sorting or searching.

The Smart Queueing Button

The button in the top-right navigation changes based on your current state:

Launch Next Case

Appears when you are not currently working on a Smart Queue case. Clicking this button:

  • Automatically assigns you the next highest-priority case from your configured queues

  • Opens the case details immediately

  • Updates the button to Resume Case

Resume Case

Appears when you already have an active Smart Queue case in progress. Clicking this button:

  • Returns you to your current in-progress case

  • Ensures you complete the current case before starting a new one

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Configuring Smart Queueing

For Administrators

Smart Queueing must be enabled and configured by administrators before users can access it.

Step 1: Enable Smart Queueing

  1. Navigate to Settings > System Setup > System Preferences

  2. Locate the Case Grouping and Assignment section

  3. Enable Smart Queueing

  4. Save your changes

Step 2: Designate Participating Queues

After enabling Smart Queueing globally, you must specify which queues participate:

  1. Navigate to Users & Queues > Queues

  2. Select a queue to configure

  3. Check Enable for Smart Queueing to include this queue in the Smart Queue system

  4. Repeat for each queue that should participate

  5. Save your changes

Best Practice: Start with a pilot group of queues before rolling out to all queues.

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For Users

Once administrators enable Smart Queueing and configure your queues:

  1. Look for the Launch Next Case button in the top-right navigation

  2. Click to automatically receive your next case

  3. Complete the case as normal

  4. Use Resume Case to return to your in-progress case, or Launch Next Case to get a new assignment

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Benefits

  • Automatic prioritization - No need to manually sort or filter cases by due date

  • Reduced decision fatigue - System handles case selection for you

  • Improved efficiency - Eliminate time spent searching for the next case to work

  • Fair distribution - Cases are assigned based on priority, not manual selection

  • Focus on high-priority work - Always work on the most urgent cases first

Use Cases

High-Volume Teams

Teams processing hundreds of cases per day benefit from automatic case delivery without manual case tracker searches.

Multi-Queue Users

Users assigned to multiple queues get the highest-priority case across all their queues automatically, without checking each queue individually.

SLA-Driven Workflows

Organizations with strict response time requirements can ensure cases closest to SLA breach are always prioritized.

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How Smart Queueing Interacts with Other Features

User Availability Management

Smart Queueing respects user availability status. If a user is marked as unavailable, they will not receive new Smart Queue assignments until they return to available status.

Auto-Dispatch Rules

Smart Queueing works alongside Auto-Dispatch Rules. Auto-Dispatch assigns cases to queues, while Smart Queueing assigns cases from those queues to individual users just-in-time.

Manual Case Assignment

Users can still manually select and work on cases from the Case Tracker. Smart Queueing is optional and available when needed.

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See Also