Help center Core configuration People, teams & access Configure queues and automatic assignment Updated Monday, October 26, 2026 · Marcel Gravelle Queues organize incoming work and can distribute cases and chats to eligible agents. Scope, schedules, membership and round-robin rules work together, so configure the whole route rather than treating the queue name as sufficient. Applies to: Supportbench Core. Location: Settings → Organization → Queues. Access and available controls depend on your role and account capabilities. Before you begin You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example. Configure and verify Open Settings → Organization → Queues.Find the item in the list and open it, or choose the page’s new-item action.Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.Save the item and resolve any validation message. Reopen it to confirm the saved values.Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted. Settings reference Queue profile and visibilitySettingWhat it controlsHow to chooseNameThe name shown in selectors and lists.Choose a distinct operational name.DescriptionExplains the intended purpose and audience.Describe ownership and when to use it.ActiveControls whether the item is available for normal use.Review existing references before deactivation.Parent queuePlaces a queue in a hierarchy. Changing the parent resets direct children to root.Review the whole branch before moving it.Display orderControls list order.Keep commonly used queues easy to find.Global queue / TeamMakes the queue global or restricts it to a selected team. Enabling Global clears the team selection.Choose an explicit audience; Team or Global is required.Chat queueMakes the queue available for chat use.Check the associated widget and agent coverage before using it. ScheduleSettingWhat it controlsHow to chooseTimezoneThe timezone used with the team’s working days and hours for business-hour SLA calculations.Use the schedule’s local timezone and review daylight-saving transitions.Working daysDays included in the normal working schedule.Match actual service coverage.Working hoursThe ordinary business-hour window used for the team’s SLA calculations.Use agreed service hours rather than an individual’s temporary availability.Enable off-day hours / Off-day hoursAllows a separate hours window for days outside the ordinary working-day selection.Enable only when those days really have coverage. Auto-AssignmentSettingWhat it controlsHow to chooseEnable round robinEnables automatic distribution through the configured round-robin rules.Confirm eligible agents and membership before enabling.Availability ruleAvailability, Just working hours, or Availability and working hours.Choose whether real-time presence, schedule, or both should gate assignment.Use queue hoursUses the queue’s working schedule in assignment decisions.Keep queue hours aligned with the chosen availability rule.Use asset ownerUses asset ownership where supported by the assignment logic.Review cases with and without a relevant asset owner.Use case loadUses case load in assignment decisions.Verify the distribution with realistic test workloads.Round-robin agents and teamsDefines participants in automatic assignment.Use active eligible participants; do not assume all assigned agents participate automatically.Assigned AgentsAdds or removes queue membership.Keep membership and round-robin participants deliberately aligned. Chat routing policySettingWhat it controlsHow to chooseRoute chats using chat workload onlyUses chat workload for routing, counting concurrent chats across queues and applying the agent’s maximum simultaneous chat limit. Availability rules still apply.Enable when case workload should not determine chat assignment.Reassign unanswered chats afterReassignment interval for unanswered chats; Off disables automatic reassignment.Allow a realistic pickup period and test a controlled unanswered chat. Behavior to knowChanging hierarchy, membership, or assignment settings can affect newly routed work.A widget uses its selected queue and its own fallback rules; the queue alone does not define the full outside-hours experience.Cases can be assigned to a queue manually or by a workflow. Automatic round-robin distribution runs only for queues with round robin enabled and eligible participants under the configured availability rules. Recommended use Use terminology that agents and customers already understand. Explain the intended meaning in the description.Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion. Worked example Create a Technical Support queue and choose its team or global scope.Set the actual service hours and timezone.Add the intended agents and choose round-robin participants.Choose Availability and working hours if both conditions should apply.Save and test routing during coverage, outside coverage, and with an unavailable agent. Troubleshooting ProblemWhat to checkThe item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed. Related configuration Organization → Configure teams and SLA availabilityOrganization → Configure agent statusesEmail configuration → Configure inbound email routesSelf-Service → Configure a chat widget Was this article helpful? Yes No Thank you for your feedback.