Receive work at Queue level - Workspace Inbox

[Nitin_NOW]

Hi All - I'm just going through SN documentation about Workspace Inbox and didn't find any related content about my search. As per the OOTB design, the Workspace Inbox currently displays 'Service Channels' which are configured on different tables. Ofcourse there are quite number of 'Queues' associated to the 'Service Channels. The Agent has ability to check/uncheck any of the Service Channels as necessary.

We are trying to figure out for Agents to indicate their availability to receive work via the Inbox at the 'Queue' level. Possibly by leveraging Service Channels whereby each queue would have its own service channel. Is there any OOTB or a custom solution to achieve this? 

Thanks for your inputs.

[Jack Littlewort]

If you create a Service Channel for the table that you are wanting to have queue level work for you can then follow how the 'interaction' service channel is set up and you should get records assigned via the inbox.

[Nitin_NOW]

Hi @Jack Thanks for the response. Didn't quite understood, but I have looked at the 'Interaction' Sevice Channel and it looks like the way it has been setup is in the similar fashion of our Service Channel. Below is 'Interaction' Service Channel'.

To reiterate, we are looking a way to display Queues in the 'Inbox' inlieu of 'Service Channel's. The below image shows Inbox displaying Service Channels i.e. 'Chat' and 'Case'

Is there a way to just show the following 'Queues' in the Inbox and not the Service Channels?

Thanks for the inputs.

[Adam Boroch]

Hello @Nitin_NOW  I am struggling with the same problem, did You have possibility to find any solution to that? I was trying to split it not to different queues, but diffferent Service Channels and attach to them different queues, but there is issue with getting interactions from queues attached to Service Channel other than "Chat"... Thanks in advance for any information.