In the Detailed View, supervisors can streamline case management by performing bulk actions on multiple cases. They can select individual cases using the checkbox at the start of each case row, or select multiple cases using the checkbox at the top of the table. Once cases are selected, a menu appears at the bottom of the window with the Macros option, allowing supervisors to apply macros to the selected cases.

Bulk Update Routing Attributes for Existing Cases

When routing requirements change, supervisors can update multiple existing cases at once using macros, helping ensure that cases already waiting in the queue align with the latest routing configuration.

To update routing attributes in bulk:

1. Filter the cases that need to be updated. You can narrow the list using criteria such as:

   1. Work Queue

   2. Skills

   3. Priority

   4. Custom Fields

2. Select the required cases by using the checkboxes next to individual cases, or use the Select All option to choose all cases that match the applied filters.

3. From the action bar that appears at the bottom of the page, select the appropriate Macro.

4. Configure the macro with the routing values you want to apply, such as:

   1. Priority

   2. Skills

   3. Backup Queue

5. Run the macro to apply the updates to all selected cases.

   This approach allows supervisors to quickly adjust routing settings for active cases without waiting for them to exit and re-enter the queue.

Updating Backup Queues

The Update Backup Queue macro action provides the following options for managing backup queue assignments:

• Replace Existing Queues: Removes all currently assigned backup queues and replaces them with the newly selected backup queue.

• Merge with Existing Queues: Keeps the current backup queue assignments and adds the newly selected backup queue to the existing list.

• Remove Queue: Removes the specified backup queue from the case while leaving any other assigned backup queues unchanged.