# Setup Queue Group
#### What is a Queue?
A Queue is a group of team members who handle specific types of customer conversations. Queues help route incoming messages to the right teams based on their expertise, availability, and language preferences. This ensures that customers get quick and accurate support.
#### Why Use a Queue?
Queues are essential when your business handles customer inquiries across multiple countries, languages, and support topics. By creating separate queues, you can:
* Assign customer conversations to the appropriate teams.
* Improve response times and customer satisfaction.
* Automate the assignment of cases based on agent availability.
* Organize your support workflow efficiently.
#### How to Create a Queue
Follow these steps to create a queue in klink.cloud:
**Step 1: Access Queue Settings**
1. Go to the **Settings** section in your klink.cloud dashboard.
2. Click on **Queue Settings**.
**Step 2: Create a New Queue**
1. Click on the **Create Queue** button.
2. Enter a **Queue Name** that represents the type of support, such as:
* Tech Support Queue
* Sales Inquiry Queue
* Thailand Support Queue
**Step 3: Assign a Queue Manager**
1. Select the **Queue Manager** from your team. This person will oversee and manage the queue.
2. The manager will be able to monitor performance, adjust settings, and manage team members.
**Step 4: Add Team Members**
1. Select the team members (agents) who will handle the conversations assigned to this queue.
2. You can assign multiple agents to a queue.
**Step 5: Configure Assignment Rules**
1. **Automatic Assignment:** The system will automatically assign cases to agents based on their availability.
2. **Max Cases per Agent:** Set a limit on how many cases an agent can handle simultaneously. For example:
* Set **15** as the maximum number of cases per agent.
3. **Case Assignment Distribution Strategy**
The **Distribution Strategy** determines how agent cases are assigned based on different allocation methods. Users can select from the following three strategies:
1. **Round Robin** (Default Selection)
* Cases are distributed evenly among all available agents in a sequential manner.
* This ensures a balanced workload for each agent.
2. **Fewest Assignments**
* The case is assigned to the agent with the fewest active cases.
* This strategy helps maintain workload efficiency by prioritizing agents with lower assignments.
3. **Random**
* Cases are assigned randomly to any available agent.
* This method provides an unpredictable but fair distribution of cases.
**Step 6: Save Your Queue**
1. Click **Create Queue** to save your settings.
2. Your queue is now ready to handle incoming conversations.
#### Example Use Cases
| Queue Name | Purpose | Assigned Team |
| ---------------------- | ------------------------------------------------------ | --------------------- |
| Tech Support Queue | Handles technical issues and troubleshooting | Tech Support Team |
| Sales Inquiry Queue | Handles sales-related inquiries like pricing and demos | Sales Team |
| Thailand Support Queue | Handles customer support for Thai-speaking customers | Thailand Support Team |
#### How Queues Work with Workflows
Once you create a queue, you can set up a **Workflow Automation** to route incoming messages to the appropriate queue. For example:
* Route messages from Thai-speaking customers to the **Thailand Support Queue**.
* Route technical questions to the **Tech Support Queue**.
* Route pricing inquiries to the **Sales Inquiry Queue**.
#### Benefits of Using Queues
* **Faster Response Times:** Customers get help from the right team quickly.
* **Efficient Team Management:** Assign cases based on agent availability.
* **Specialized Support:** Each team focuses on their area of expertise.
* **Better Organization:** Easily track and manage different types of inquiries.
#### Need Help?
If you need assistance setting up queues or configuring workflows, reach out to our support team anytime.
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Start organizing your customer support today by creating your first queue in klink.cloud!
