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Currently: When a user routes a queue item/case, using the "route queued item" function, the default queue lookup view is set to Business Queues. This queue lookup view does not include all active queues and it includes inactive queues which creates a risk of users routing queue items to inactive or incorrect queues.


We require the ability/control to set the default queue lookup that is used in the "route queued item" function to our own preference - the "Active queues" lookup view.

This will ensure users are able to route queue items to all available and active queue's reducing the time it takes to complete this process.

STATUS DETAILS
New