Over time, work queues can accumulate unattended cases that are no longer relevant for processing. These stale cases increase the number of records the routing engine must evaluate before assigning new work, which can affect routing efficiency and overall queue performance. To help maintain active and efficient work queues, cases can be automatically removed after they remain unattended for a configured period. A system-managed custom field, Auto-Expired from Work Queue controls the maximum duration a case can remain in a work queue without being processed, with a default threshold of 90 days.

When a case exceeds the configured threshold:

• The case is automatically removed from the work queue.

• The case is not deleted from the platform.

• The case no longer participates in routing.

• The Auto-Expired from Work Queue system-managed custom field is automatically set to Yes.

• The case remains searchable and reportable.

• The case can be reintroduced into operational workflows, if required.

If your organisation requires a different retention period, contact Support to update the backend configuration based on your business requirements.

Viewing the Removed Cases

1. Open the Engagement Dashboard.

   

2. Create a new dashboard by clicking on the +Create Dashboard or edit an existing dashboard by clicking on it.

   

3. Click on the +Add Column on the dashboard screen.

   The Add New Column screen is displayed.

   

4. Search for Case and select Case Management from the list of columns displayed on the screen.

   The Add New Case Management Column screen is displayed.

   

5. Click Search on the left pane.

6. Search for Auto-Expired from Work Queue field under the custom properties and select Yes from the drop down menu to add this column on your dashboard.

   

7. Click Create Column.

All the cases that have been auto removed from the system gets displayed on your dashboard.