====== Queues ======
Queues can best be described as a collection of Open Activities available to a specific User or Team to follow up on. In CRM it is a list from which Team members can 'Pick' an Item and process it. There are many ways to work with Queues and this is how it is currently implemented at Logic:

There is a Queue for every Active Team in the system. Currently, only the //Sales Team// Queue is actually being used.

The back office regularly updates the database by ensuring that floating Contacts are being associated with a new or existing Account, updating and enriching both Contact and Account Data and adding the updated Account to the Queue. A Sales Person than 'Picks' an Account in the Queue to Work On. The Account is in a way assigned to the Sales Person who then can determine what to do: Select the most important Contact(s) for a Cold Calling Activity, add to a marketing campaign etc. Once the Activity is completed, the Sales Person adds a POST in the Account indicating that the Account was contacted and data was updated and removes the Account from the Queue.

The same process can be used for Contacts and Leads: whenever a new Record is created or when a Contact or Lead moves to another Company, it should be associated with the new Account and the Record than can be added to the Queue.

 ===== Add to Queue =====
  - Open a Record, fi. an Account, or select multiple Accounts from a List View.
  - In the Navigation bar, click the 3 dots and then //Add to Queue//
  - Select "Lookup more Records" and select "Active Queues".
  - Select //Sales Team// and press "Add" 

The Account is now added to the Queue.

====== Open the Queue ======
Currently, //Queues// are enabled in the //Sales// Ribbon under //My Work// represented by //Queue Items//.


===== Queue Items Views =====

The //Sales Team// Queue opens with the View //Items I am Working on//. Shows the list of Items which are picked by you or are assigned to you.

This gives an overview about all the Items currently in the Queue and which Items are being Worked on by a Team Member.

Other important Views you can select here are:

  * //All Items//: This gives an overview about all the Items currently in the Queue and which Items are being Worked on by a Team Member.
  * //Items available to work on//: Items in the Queue that are not picked up by a Team member yet.


====== Pick an Item from the Queue ======

When you are ready to work on a new Item in the Queue, it is best to select the View //Items available to work on//. This shows a listing of all Items not yet being worked on by a Team member. The list ist sorted by the date the Item was added to the Queue, oldest at the top. Best practice is to pick the oldest Item in the Queue, in other words the first item in the list.

  - Select the Item line and the menu bar below the Ribbon changes, showing more options.
  - Select //PICK//. A pop-up window appears, assigning the Item to "me". **Do not Select: Remove the item from the Queue!**.
  - Press "Pick".
  - The Item dissapears in the View //Items Available to work on// and appears in the View with Items you're working on.



====== Work on a Queue Item ======
Once you have selected Items in the Queue to Work on, they will appear in the View //Items I am working on//. How to organize working on this Item is up to the User. If this is an Account and the intention is to have a (Cold) call marketing/sales action, then a good way to handle it is to use a Task or Phonecall activity linked to the Account such that you can schedule actions and document calls to individuals.

An Activity linked to an Account does not have a direct link to the Queue, so in order to distinguish between regular Follow Up activities and Queued Activities, you could start the Activity Subject Line with "Q:" or "Queue:". 


====== Remove a Queue Item ======
Once the work on the Item is completed, the Item can be removed from the Queue. Once an Item is removed from the queue, there is no trace back to show that the Item once was in the Queue. If the reason why the Item was in the queue is evident, then this is OK. But consider that it was an Account, and there was an action to update the Company and its Contacts in order to find out potential business, it would be good if there was a note with timestamp that explained what the latest activity was. If the Account was updated 2 months ago, there is no reason to check everything again....

A possible solution is to add a //POST// in the Record explaining the last major Queue activity. //POSTS// are generally not used so easy identifiable (against Activities).

===== Remove =====

  - Once documented what the last action was, open the View //Items I am Working on//
  - Select the Item line that needs to be removed
  - The menu below the Ribbon changes. Press //REMOVE// and confirm.

The item is now removed from the Queue.

====== Move Item back to Queue ======
In case the work on the Item cannot be completed by the assigned Team member, or another member needs to perform an action on the Item, the curerntly assigned member can release the Item back to the Queue:

  - Open the View //Items I am Working on//
  - Select the Item line that needs to be removed
  - The menu below the Ribbon changes. Press //RELEASE// and confirm.
 
The Item is now pushed back into the Queue where anoter Team member can pick it again for further processing. Usually this implies that a specific user needs to follow up, so assign the open Activity to the assumed user and inform him properly. 

====== Move Item back to different Team member ======
If you think a queue item is more suited for a team member please do the folowing.
  - Select the queue item you like to route to a team member.
  - In the navigation bar click Route.
  - Change Route To, to: **User/Team**.
  - Set, Also remove the item from the Queue to: **No**
  - Add tot the following User: Select the correct team member.
  - Click route.