Reassigning queue items

Use Queue Assignment to reassign queue items that are already assigned to operators. For example, if an operator is out of the office for a significant period of time, those queue items may need to be reassigned to other operators. You might also reassign queue items to balance workload assignments if one operator becomes overloaded.

To reassign queue items, filter the available queue items by Owner. IEE allows a maximum of three current owners per assignment process.

If you do not include the Owner parameter in the filter, IEE includes only unassigned items in the assignment process.

For more information about filtering, see Filtering queue items for queue assignment.