RS QUEUE

Good morning to you!

I believe that most libraries that use the RSQueue divide by patron last name, but hopefully we'll get some people chiming in with how they divide things.

A good tip for building your RSQueue rules is that it divides the reasons in order from top to bottom, and once a reason has been assigned to a staff member, the following rules do not consider it. So if you put "Reason Text | Equals | New Patron" in Sequence 1, those Reasons will all be assigned to your designated person and will not be reassigned by the following rules.

A slight complication is: if a new patron also has another Service Reason in addition to the "New Patron" reason, that Reason will be assigned out by the other rules. So one patron may be in two different RA's RSQueues, but for different reasons.

There isn't currently a way to see which patrons are in which queues - just a list of RAs, and the total number of RS messages they have (note - this is NOT equal to the number of patrons; some patrons may have multiple RS messages). If you see a large number in the RSQueue divide, you could potentially see whether the queue is being worked on at all, but that's about it.

If you do need a list of specifically what is in each RA's Queue, Customer Support should be able to retrieve the information for you. We can also try to look into your staff's concerns about how the reasons are divided. As usual, the more specifics you can give us about what they're seeing vs what they expect to happen, the better