Queues

Queues are how a case gets in front of the right agent after triage and routing decide who should own it. Rather than a flat list, Pact organizes support work into the views an agent actually starts their day from.

How cases reach a queue

When a case is created, triage classifies it and routing resolves an assignment. From there:

• A routed case lands with its assigned owner.
• A case that matches no routing rule stays unassigned in the shared queue, rather than being dropped, so nothing falls through the cracks.

Agents work these from the case surfaces described in Cases — including /inbox/cases, which shows your assigned cases alongside the unassigned queue.

The ranked "Today" queue

The centerpiece is a deterministic ranked queue: the ordered list an agent looks at first. It is designed to be defensible and reproducible — the same inputs always produce the same order, with no AI judgment in the ranking itself.

Each case is scored on four factors:

• Urgency — the case priority (urgent, high, normal, low).
• Customer tier — the tier of the linked account, so higher-tier customers surface sooner. Cases with no account link use a neutral weight.
• Age against SLA — how far the case has burned through its SLA target; cases nearing or past their deadline float to the top, brand-new cases sit in the middle.
• Sentiment — the most recent customer sentiment nudges a souring conversation up and an improving one down.

Cases that aren't actionable right now — closed, resolved, or waiting on the customer (pending_customer) — are held out of the queue so the agent only sees what they can act on.

Per-queue views

See Queue detail for working an individual queue view.

What's next