Queue detail
Working an individual support queue view — what each ranked case row shows an agent, including its rank factors, attached triage, and a suggested next action.
The queue detail view is where an agent works through their ranked cases. It presents the ranked "Today" queue as a list of case rows, top-priority first, so the agent can move down it in order.
What a queue row shows
Each row in the ranked queue is a case, enriched so the agent can act without opening it first:
- Its place in the ranking — the deterministic order described in Queues, driven by urgency, customer tier, age against SLA, and recent sentiment.
- Attached triage — the case's category, urgency, and sentiment from triage.
- A suggested next action — a lightweight hint at what to do next with the case.
Suggestions, not automation
The suggested action on a row is guidance for the agent, not something Pact performs automatically. The agent decides what to do — nothing on the queue self-resolves or auto-replies.
Working the queue
- 1
Start at the top
The highest-ranked case is the one Pact judges most in need of attention right now.
- 2
Open and act
Open the case to work it — reply, escalate, or deflect with the agent-assist tools.
- 3
Move down
Cases that become non-actionable — resolved, closed, or waiting on the customer — drop off the queue automatically, so the list stays focused on what you can do next.