> ## Documentation Index
> Fetch the complete documentation index at: https://docs.os.default.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Queues

> Group people into queues and route leads and meetings to the right person.

Queues are how you group people so Routing can pick which one gets a given lead or
meeting. Each queue points at a [routing policy](/policies) that holds the actual rules
(the distribution rule, tiebreaker, and crediting behavior), and the routing engine scores
the queue's active members at decision time to pick a winner.

<Note>
  Open the **Routing** app from the **Dock** (the app bar at the bottom of the screen)
  by selecting the **Routing** app, alongside your other Default apps (Tables, Scheduling,
  Workflows, Settings). Routing opens with an in-app sidebar of tabs: **Queues**,
  **Policies**, **Assignments**, and **Activity**. This page covers the **Queues** tab.
</Note>

A queue is just a name, a set of members, and a pointer to a routing policy. Because the
policy is a separate, reusable object, one policy can drive many queues: change the
policy once and every queue that uses it follows.

## Queues list

The Queues tab lists every queue, each with an inline status toggle and a link to its
policy.

| Control                 | What it does                                          | How to use it                                                                                                                                                          |
| ----------------------- | ----------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Create Queue**        | Opens the queue configuration dialog.                 | Select **Create Queue** in the Routing sidebar. On a new workspace, the empty-state button opens the same dialog.                                                      |
| **Status** toggle       | Turns a queue on or off for routing.                  | Turning a queue **on** takes effect immediately. Turning it **off** asks you to confirm first, since new assignments stop routing to the queue until you re-enable it. |
| **Row**                 | Opens the queue's detail view with its members table. | Select a row to view and manage members.                                                                                                                               |
| **Routing Policy** link | Jumps to the policy that drives the queue.            | Select the linked policy to view or edit its rules.                                                                                                                    |

Every queue action is recorded in the [Activity](#activity-log) log.

### Folders

Folders group queues so a long list stays manageable. The folder picker sits above the
queues table:

* **All Queues** shows every queue; **Unfiled** shows queues that aren't in a folder.
* From the picker, select **Create folder** to add one, or **Rename selected folder** and
  **Delete selected folder** to manage the folder you're viewing. `All Queues` and
  `Unfiled` are reserved names. A folder has to be empty before you can delete it: move
  its queues to another folder or to Unfiled first.
* To move a queue, hover over its row and select the folder icon to open
  **Move to folder**, or change the **Folder** field in the queue's configuration dialog.

## Create or edit a queue

Creating and editing a queue both use the same dialog, with two tabs in this order:
**General** and **Members**.

<Steps>
  <Step title="Set the queue details (General)">
    Give the queue a **name** (1–100 characters), such as `AE Round Robin – West`. Then
    choose a [**routing policy**](/policies) from the list of your workspace's existing
    policies. For example, pick `Inbound Demo Policy` so this queue inherits its
    distribution and tiebreaker rules. You can also set an optional **Queue Identifier**,
    a short slug (2–50 lowercase letters, numbers, or hyphens) that gives the queue a
    stable, machine-readable handle; the field cleans up what you type automatically. And
    you can file the queue into a **Folder**.
  </Step>

  <Step title="Add members (Members)">
    Search by name or email to filter the member table, then use **Add member** to add
    users to the queue. For example, add three AEs; each joins at the default weight and
    is active. When you're creating a queue, members are staged and saved when you save
    the queue. When you're editing an existing queue, adds and removes take effect
    immediately.
  </Step>
</Steps>

A queue must reference a policy. If your workspace doesn't have any policies yet,
creating a queue shows an **A policy is required** prompt; select **Create policy** to
build one on the spot, then continue with the queue.

To delete a queue, open it in edit mode and use the **Danger Zone** in the General tab.
Deleting is a type-to-confirm action (type the queue's name) that removes the queue from
routing.

From the queues list you can also **duplicate** a queue, which clones it along with its
members.

## Members

Each member in a queue has a weight and an active state.

| Field      | What it does                                | How to use it                                                                                                                                                 |
| ---------- | ------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Weight** | Influences how much work a member gets.     | Higher weight means more assignments under round robin and a higher availability score under availability. Set it with **Change weight**; the minimum is `0`. |
| **Active** | Whether the member is eligible for routing. | Toggle a member off to take them out of rotation without removing them.                                                                                       |

You can also **move** a member to a different queue from the queue detail view. Moving is
available only for queues that already exist.

<Note>
  There's no per-member status picker like the legacy "available / away / paused" options.
  A member is either **active** or not, and the engine automatically layers on the
  member's real calendar availability (work schedule, OOO blocks, and calendar events).
  A rep who wants to step out should add an **OOO block** or be set inactive.
</Note>

### Calendar warnings

A member needs a connected, active primary calendar to receive queue assignments. If a
member's calendar is missing, inactive, or has no primary calendar set, a warning icon
appears in place of their rank in the members table, and next to their name when you add
them to a queue. Hover over the icon to see the exact problem. The member stays in the
queue, but won't receive assignments until the calendar is fixed.

### Calibration

Calibration nudges a member's effective assignment count without editing history by hand.
It's useful when you add someone to an established queue and don't want them to absorb every
new lead at once. Open a member and choose a calibration mode:

| Mode                  | Effect                                                        |
| --------------------- | ------------------------------------------------------------- |
| **Average** (default) | Brings the member up to the queue's average assignment count. |
| **Max**               | Brings the member up to the queue's highest assignment count. |
| **Custom**            | Grants a specific value, which can be negative.               |

The dialog previews the queue average, queue max, the credit value, and the member's new
total before you apply it. You can add an optional reason. Calibration credits offset a
member's count directly in round-robin scoring.

### Ranking

The members table shows a rank, but it's computed live, not stored. The rank reflects each
member's current score under the queue's distribution rule, combined with their weight, so
it changes as assignments and availability change. Members the engine can't currently route
to are called out in place of a rank: paused (inactive) members show a pause icon, and
members with a calendar problem show the warning icon described above.

## Assignments

The **Assignments** tab lists the decisions the engine has made, split into **Meetings**
and **Objects**, with detail for each one. The engine records every decision along with the
policy version it used and the other members it considered, which gives you a full audit
trail for any single assignment.

Assignments come from three places:

* **Workflows**: a routing node assigns a lead or object to a queue member.
* **Scheduling**: when a queue hosts a team event, the engine picks the host shown on the
  booking page and pins that choice for the booking session.
* **Slots**: slot generation for queue-hosted scheduling events.

## Activity log

The **Activity** tab audits every routing change: queue and policy creates, edits, and
deletes; member adds, removes, weight changes, moves, and calibrations; system-granted
credits; and assignment resets. Filter by queue, user, the person who made the change,
activity type, and date range, and search within the results.