Custom Queues

What is it?

Custom Queues allow you to set up holding queues to which you can route transactions in the ILLiad client. These queues are available in each module of ILLiad, and once created, appear in the Request Groups on the Home Page and under the Route menu on the Request Form. The EMailRouting and Routing tables can also use them as destination queues.

For example, to create a queue called "Awaiting Reference Staff Processing" so that your reference staff would be able to review certain requests when needed, you would add a custom queue in the CustomQueues table.

How does it help?

Custom Queues are a great way to designate and/or pull out requests that require special handling by placing them in a Queue for appropriate staff handling.  You can also use them in conjunction with e-mail templates and now with Version 8.1 they can be excluded from the barometer count.

For example, to create a queue called “Awaiting Lending Library Invoice”.  Customer A made contact that they lost their ILL book. After emailing the Lending Library an inquiry requesting an Invoice for Replacement, the lost book request would be routed to this queue. This takes it out of the “Checked Out to Customer” queue (avoiding accidental sends of overdue notices to Customer A who contacted you), and allows you to see immediately invoice requests you need to follow up on.

Getting started

The easy part of custom queues is actually creating them. In the Customization Manager, navigate to System | Custom Queues and select the Custom Queues table. Each queue has three settings:

The hard part is figuring out whether or not a custom queue is the best solution for your workflow. In general, too many queues are hard to keep track of and its easy for requests to languish for long periods of time. In that sense, it’s best not to create a queue for every possible contingency. Instead, consider statuses that are useful but not included in ILLiad, such as:

The possibilities are numerous, but just be sure to be thoughtful with your custom queues to avoid overcrowding (there can be too much of a good thing!).

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