Moving a work queue task to another work queue

To balance the workload between work queues, you may want to move tasks from one queue to another. When you move a task to another queue, the system compares the skills in the target work queue to the skills required by the task. Tasks can move to another queue only if the target work queue contains all of the required skills for that task. For example, if the task requires the skill attributes of western region, and jumbo loan, it can be moved to a queue with western region, southern region, and jumbo loan. It cannot be moved to a queue with only jumbo loan.

Users with the queue_admin or queue_manager role can move a task from one work queue to another work queue.

If the task is already assigned to a user, you must first unassign the task, as described in Unassigning a work queue task from a user.

To move a task from one queue to another queue:

  1. Click Work Queue Monitor.

  2. Navigate to the active work queue, and click its name.

  3. Select one or more tasks.

  4. Select Tools > Work Queue Management > Move to Queue.

  5. Select the work queue to which to reassign the tasks.

  6. Click OK.