Queue Management allows records in specific concepts to be temporarily placed in a work pool, shared between teams, and owned in a controlled manner. Especially in busy workflows, the goal is to manage records from a central structure instead of assigning them to individual users.

Queues are designed for call centers, operations teams, support desks, and similar business models.

Queue Definition and Basic Features

For a record to be added to a queue, first the Queue feature must be active in the related concept.

The Queue option in the concept definition screen:

• If unchecked
• Records cannot be added to the queue
• Add to Queue and Queue Details buttons are not visible on list and form screens
• If checked
• Records can be added to queues depending on role permissions
•  

If the Queue option is later disabled:

• Previously added records remain in the queue
• However, new records cannot be added to the queue

Queue and Queue Item Structure

• Queue
  The main pool where tasks are collected. Queue Definitions can be made from the Settings menu.
• Queue Item
  A record that has been added to a queue. Queue Items are listed in the Queues area accessed from the menu.

There is no separate form for Queue Items. When a Queue Item is opened, the concept's form and the record to which the item belongs are displayed directly.

Queue Types

When defining a queue, one of two different structures is selected:

• Public Queue
  Authorized users can view records and perform operations.
• Membership-Based Queue
  Only users who are queue members or the queue owner can perform operations.
  In this type of queue, member users are considered as queue owners in terms of permissions.

Queue Role Management

Queue management works entirely role-based and there are two main role groups.

Queue Roles

Queue records:

• viewing
• updating
• deletion

operations are controlled by Queue role permissions.

For a user to:

• view the queue
• add records
• change queues

they need to have both the Queue role and authorization for the relevant queue.

Queue Item Roles

Operations to be performed on records within the queue work according to the Queue Item role.

During operations performed through Queue Items, the system evaluates:

• The type of queue (Public / Membership)
• Whether the user is the queue owner or member
• Queue Item role permissions

together.

Unauthorized operations are blocked by the system. The process is completed only for authorized records.

Adding Records to Queue

Records can be added to the queue from two different places:

• From the concept list screen
• From the concept record form

Add to Queue button:

• Lists queues for which the user has Queue concept Read permission
• Queues they own or are a member of

When a record is added to the queue:

• A Queue Item is created
• The related record starts being managed through the queue

Managing Records in Queue (Queue Items)

Various operations can be performed when one or more records are selected on the Queue Items screen.

Change Queue

• The record is removed from the current queue
• Moved to another authorized queue
• The old Queue Item is deleted, a new one is created

Assign to Someone Else

• The record is assigned to a user or team
• Optionally, the record can be removed from the queue
• If removal from queue is active, the Queue Item is deleted

Work On

• The record is automatically assigned to the logged-in user
• The work start time is recorded in the system
• The record either stays in the queue or is removed from the queue

Release

• The record is not deleted from the queue
• The working user information is cleared
• The record returns to the queue owner

Remove from Queue

• The Queue Item is completely deleted
• The record is no longer associated with the queue
• This operation depends on the Queue Item concept Delete permission

Queue Details

If a record is in the queue:

• At the top of the record form, the Queue Details button appears
• From this area, the record's:
• Which queue it is in
• Who is working on it
• How long it has been in the queue can be viewed.

Example Use Cases

Call Center

Incoming requests go into a public queue. The available representative takes ownership of the record by clicking Work On.
Once the work is completed, the record is removed from the queue.

Bank Operations Center

Operations are divided into different specialty queues. Records exiting the preliminary evaluation queue are transferred to approval or risk queues. Each team works only with records in their own queue.

Support & Case Management

Opened cases are collected in a central support queue. The team leader assigns records to appropriate people or changes the queue. As records are resolved, they are removed from the queue.