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Request Management - Removing Queue Agents

Request Management - Removing Queue Agents

Owned by Chet Manek
Last updated: Apr 07, 2025 by Sophie Cooper

Contents:

Release Details

Platform: EQ1

Product: Request Management

Release Date: 02/04/24

Summary: Maintain operational efficiency by streamlining Queue Management when removing agents in Equiem One for Request Managers and Request Assignees.

Overview

Introducing a new feature in Equiem One’s Request Management System: Removing Queue Agents. This update empowers administrators to efficiently manage queue roles by removing Request Managers or Assignees with Active requests, ensuring seamless reassignment or unassignment of tasks while maintaining audit trails.

What’s New?

  • Remove Agents with Active Requests:

    • Safely remove Request Managers or Assignees even if they have Active requests.

    • Choose to reassign requests to another agent or un-assign them.

Applies only to agents with “Active” requests in their queue.

 

Where to Remove Agents (Request Managers & Request Assignees)

  1. Navigate to Queue Settings: Go to Equiem One > Request Management > Settings.

    image-20250404-092504.png

     

  2. Go to Settings > Request Management > Queues and select the relevant queue.

image-20250404-093052.png

 

  1. Edit Queue Roles by clicking Edit

image-20250404-093336.png

  1. Under Request Managers or Request Assignees, locate the agent and click Remove next to their name.

image-20250404-093437.png

  1. The system displays a summary of Active requests linked to the agent. Choose:

    1. Unassign Requests: Requests remain in the queue but show the original agent as “[Name] (removed)”.

    2. Reassign Requests: Select another agent from the dropdown (must have the same role).

       

image-20250404-093720.png

  1. Confirm and Save Changes

FAQ

Question

Answer

Question

Answer

Why can’t I remove an agent from a queue?

The agent may not have Active requests, or you lack permissions.

What happens to completed or closed requests when removing an agent?

Only Active requests are affected. Completed/closed requests retain the original agent’s name without changes.

Can I reassign requests to multiple agents?

No - Requests can only have one request manager or request assignee.

How do I restore a removed agent?

Re-add them via the Edit Queue screen.

What if I unassign requests by accident?

Reassign them manually via the request details page or contact support for bulk fixes.