Understanding The Shared Queue
The Shared Queue in Engage: A Complete Guide
Let's walk through the "Shared Queue" feature in Engage, how it works, and when to use it. We will also compare Shared Queue mode with the Standard Inbox mode to help you understand which workflow best fits your team's needs.
What is the Shared Queue?
The Shared Queue is a setting in Engage that allows teams to manage and view all incoming conversations from one centralized inbox. When activated, the Shared Queue mode transforms your inbox from a LIFO (Last In, First Out) system to a collaborative environment where multiple team members can access, claim, and respond to conversations from any channel, across multiple brands (if multi-brand support is enabled).
The Shared Queue is ideal for teams who want to prioritize conversations, collaborate efficiently, and manage conversations across different brands in a single view. It is especially useful for small to mid-sized teams that may need to balance workload, monitor priority conversations, or address urgent issues while keeping the system flexible.
How to Enable Shared Queue Mode
- Navigate to Engage: Via the app menu or directly to engage.dgtlsuite.com
- Go to the Admin Tab: Click on the Admin tab located in your System Menu
- Toggle on Shared Queue: Click on the Settings option within Admin and toggle ON "Shared Queue"
Once this mode is enabled, your inbox will update to reflect the shared queue, where all conversations will be visible to the team, and members can pick and respond to conversations based on priority and availability.
Shared Queue Mode vs Standard Inbox Mode
The main difference between the Shared Queue mode and the Standard Inbox mode is how conversations are assigned and managed:
Standard Inbox Mode (LIFO)
How it Works: In Standard Inbox mode, conversations are worked based on the LIFO (Last In, First Out) principle. In Standard Inbox mode, conversations are managed via a Claim button at the top of your inbox. When you log in and click 'CLAIM', you will see the oldest conversation available. This automatically assigns the conversation to your personal inbox, and you are responsible for managing it from that point on.
Pros:
- Ensures that no conversations are missed and each incoming conversation is addressed in the order it arrives.
- Ideal for teams that need to process conversations in a sequential, orderly manner (e.g., for triage, escalation, and structured workflows).
- Perfect for teams focused on triaging and responding to inquiries based on their arrival time.
Cons:
- Agents have no visibility into conversations that are not yet claimed (without switching to the Overview tab).
- Doesn’t allow agents to "cherry-pick" or prioritize high-priority issues manually without switching to the Overview tab.
- Less flexibility for prioritization or assigning based on team members’ expertise.
Shared Queue Mode
How it Works: When Shared Queue mode is activated, the Claim button disappears. Instead of claiming a conversation based on the oldest available ticket, you will see all open conversations in the shared inbox. Anyone on the team can pick a conversation from the list and begin managing it.
A key feature of Shared Queue mode is the agent collision measure: If you attempt to claim a conversation that another team member is currently viewing, Engage will prevent you from self-assigning it and display a warning that the conversation is already being managed by another agent. This helps avoid conflicts or confusion over who is responsible for the conversation.
Pros:
- Allows for prioritization and flexibility, enabling agents to pick conversations that need immediate attention.
- Supports team collaboration as multiple agents can be assigned to manage different types of conversations or issues simultaneously, without needing to switch to the Overview tab.
- Ideal for multi-brand or multi-location setups, where agents can manage multiple inboxes from a single unified dashboard.
- Prevents agent collisions: The system prevents agents from claiming the same conversation at the same time, reducing the risk of mismanagement.
Cons:
- Requires more coordination and communication among team members to ensure no conversation is overlooked.
- May be less structured for teams who need a rigid workflow or for handling high volumes of support tickets.
When Should I Use Shared Queue Mode?
The Shared Queue mode is best used in the following scenarios:
When Your Team Needs More Flexibility
If your team works in a fast-paced environment where certain conversations need to be addressed immediately, such as urgent customer inquiries or critical issues, the Shared Queue mode is ideal. It allows team members to cherry-pick the conversations that require their attention first, without being locked into a strict chronological order.
For Multi-Brand Support
If your team manages customer service for multiple brands, Shared Queue mode allows you to consolidate conversations from all brands into one view. This can be especially helpful for teams that handle support across different products or services, enabling them to seamlessly switch between brands and collaborate.
To Prioritize Conversations
For teams that need to prioritize high-priority or escalated issues, Shared Queue mode offers the ability to select specific conversations that are more urgent or relevant. For example, if certain topics (like social media complaints or technical support inquiries) require more immediate attention, agents can respond to those first, without waiting for them to appear in the LIFO queue.
Smaller or Cross-Functional Teams
For smaller teams or teams that have varying skill sets, Shared Queue mode ensures that conversations are distributed based on team members’ availability and expertise. This mode allows team members to collaborate more effectively by enabling them to assist with a variety of topics and workloads.
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