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Conditon to add exclude conditon for an Virtual Queue.

Modified on Thu, 15 May at 9:47 AM

Purpose

This article provides step-by-step instructions for adding exclude conditions to a Virtual Queue in SupportLogic. Exclude conditions enable you to filter out specific case fields when assigning cases to a queue. Properly configuring these conditions, along with logical operators (AND/OR), is essential for ensuring accurate and effective filtering.


Steps to Add Exclude Conditions

  • Identify the Fields to Exclude
    Determine which case fields should be excluded from the queue. Examples : case types, priorities, or custom field values.

  • Add Exclude Conditions
    Include the identified fields in the "Exclude Condition" section of the Virtual Queue settings.

  • Position the Conditions Correctly
    Place exclude conditions at the end of the Virtual Queue’s rule set to ensure all other conditions are evaluated first.

  •  Configure Logical Operators (AND/OR)

    • Use AND to exclude cases that match all specified conditions.
      • Example: (Condition A AND Condition B must be met for exclusion)
      • Refer to the GIF where the AND condition is applied within brackets.

  • Use OR to exclude cases that match any of the specified conditions.
    • Example: (Condition A OR Condition B – if either is met, the case is excluded)
    • Refer to the GIF where the OR condition is applied within brackets.




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