Email- Queues – Toku

The Queues page allows admin users toc create queues and manage how emails are routed to specific queues, assign required skills, and control queue behavior for incoming emails. Configuring queues appropriately ensures that support requests are handled efficiently by the right team or agent.

Access the Templates tab via Toku Admin Portal > Configuration > Email > Queues.
Page screenshot is available below.

Queues Count: Displays the count of total number of Queues created in the selected LOB.

Add Queues Button: There is a button which can be used by an admin to create a new Queue. Clicking on the button opens up new page to add the necessary details and create a new Queue. More details can be read in Add/Edit Queues section.

Search Tab: Allows users to search within ' Queues' list dashboard. Users can search with any keyword from the Queue Name field.

Field Name	Definitions
Queue Name	Name of the Queue given by the admin user
Skill Sets	Number of skill sets associated with this Queue. Click on the individual row entry to see the exact skill sets attached.
Sender Email	The sender email address configured for outbound or notification emails for this queue.
Response SLA	The target response time (in hours or days) for an agent to respond to a new email in the queue.
Case Close SLA	The target period (in hours or days) by which cases assigned to the queue should be closed.
Inactivity Closure Time	Duration after which inactive cases in the queue will be automatically closed.
Auto Signature	Indicates if email auto signature is enabled for the queue.
Auto Reply	Shows the status of auto-reply settings enabled for each queue.
Web URL Popup	Set the URL for page that can be opened up for emails in this queue.
Status	Allow admin users to toggle between Active and Inactive for the Queue Configuration
Action	Opens up the edit page for an existing queue. More details can be read in Add/ Edit Queues section Allows the admin user to delete a Queue. Once deleted, Queue can no longer be recovered. It is recommended to set the status to 'Inactive' for temporary deactivation

Add/Edit Queues: Add and Edit are two separate pages with the same fields. However, when Add Queues page is opened all fields are empty, which are to be filled to create a new Queue.

On the contrary, the edit Queues page opens up an existing email template with all the fields previously added/updated being shown. Using this page, Queue details can be updated.

Cancel Button: Clicking this takes user back to the Queues dashboard without saving the changes in Add/Edit Queues page.

Save Button: This is used to save new queue entries or save the updates to the existing queues.

Fields in the Add/ Edit Queues Form:

Field Name	Description
Name	Name of the Template given by the admin user.
Skills Sets	Click the dropdown box to select one or more skills sets to attach to this Queue Configuration.
Response SLA	Set the target response time (in hours or days) for an agent to first respond to a new email in the queue.
Case Close SLA	Set the target for case closure (in days or hours) from when the email enters the queue to when the case is closed.
Inactivity Closure Time	Specify duration (in hours or days) after which inactive cases will be auto-closed.
Sender Email	Enter the sender email used for outbound communication from this queue.
Channel	Indicates the type of communication channel. For email queues, this will be set to "Email".
Auto Signature	Enter the default email signature for emails sent from this queue.
Sticky Agent	Enable or disable sticky agent assignment to route returning customers to the same agent they last interacted with, provided the agent is available. If agent is not available, email will remain in queue until agent who last interacted with customer is available again or the email is manually reassigned to another agent.
Web URL Popup	Set the URL for page that can be opened up for emails in this queue.
Auto Reply On	Select when the auto-reply should be triggered. Options include: New Message: Automatically acknowledges when a customer sends a new email that has not yet been assigned to any agent. Reply Message: Sends an automatic reply when the customer responds to an ongoing case after an agent has already replied. On Pending: Triggers an auto-reply when the agent has marked the case as pending, indicating the agent is still investigating or waiting on further information from external party. On Close: Sends an automatic message when a case is closed, informing the customer that the issue has been resolved or the case is finished.
Auto Reply Message	Enter the content of the automated reply that will be sent in the selected scenarios.
Auto Reply Status	Toggle to enable or disable the auto-reply feature for the queue. When switched on, the system will automatically send the configured message based on the selected trigger.

Note: Any field marked * will be a mandatory field and must be entered to successfully create or edit an Email Template

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