Filtering and sorting cases from the Queue

As a case agent, you can filter and sort cases in the Queue menu to help locate specific cases.
  1. Select Queue.
  2. To filter cases, specify one or more filter values and click Search.
  3. To clear the filters, delete the values that you specified or click Clear.
  4. To sort cases, click a column header.
    You can sort by:
    • Priority
    • Topic
    • Status
    • Escalated
    • Service Group