The Add or Remove from Queues node allows cases to be dynamically placed into, or removed from, specific case queues during an IVR flow. This helps teams organize, route, and manage cases more efficiently based on real‑time IVR interactions. You can use this node to ensure the right cases are sent to the right queues automatically without manual intervention.

Prerequisites

Before configuring this node:

• Sprinklr Voice must be enabled in your environment.

• Your role must include IVR View, Edit, or Create permissions.

Add the Node to Your IVR Flow

• Open IVR Builder.

• Navigate to the path where you want to configure queue management.

• Click the Add (+) button

• From the System Nodes section, select Add or Remove from Queues.

Configuration Fields

When you add the node, the following settings appear:

• Name: Provide a meaningful name that reflects what this node does in the flow.

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• Case Queues Input Type

  You can define queues using two methods:

  A. Static Input

  Use this option when the queue is predetermined.

  • Select Static.

  • Choose one or more configured case queues from the dropdown.

  • Use this when all callers on this path should always be added to or removed from the same queue.

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  B. Dynamic Input

  Use this option when queue selection depends on variables (e.g., customer type, issue category, previous responses, CRM data).

  • Select Dynamic.

  • Choose a variable that resolves to the queue name or ID during runtime.

  • Use this when routing needs to change based on caller attributes or IVR decisions.
    

• Add to Case Queue: Places the case into one or more selected queues.

• Depending on the input type:

  • Static: Select a queue from the dropdown list.

  • Dynamic: Choose a variable representing the queue.

• Remove from Case Queue: Removes the case from one or more selected queues.

• Select one or more case queues from which the case should be removed.

• Supports both Static and Dynamic selection formats.

Click the Save button once the configuration is complete.

How the Node Works in Routing

After the node executes:

• Cases added to queues become visible to agents assigned to those queues.

• Cases removed are cleared from queues where they no longer belong.

• If combined with priority rules, it can optimize workload distribution and help agents focus on the most relevant cases.

Examples & Use Cases

1. Organizing Fraud‑Related Calls

Automatically add cases from callers reporting fraud into a Fraud Review Queue.

2. Removing Resolved Cases From the Active Queue

If a customer confirms their issue is resolved in the IVR, remove the associated case from active service queues.

3. Dynamic Routing Based on Customer Tier

Use a variable (e.g., {{customer.segment}}) to route VIP customers to a dedicated priority queue.

4. Handling Product‑Specific Issues

Add or remove cases from queues depending on the product options selected in the IVR.

Best Practices

• Name nodes clearly to make the IVR easier to maintain.

• Use dynamic inputs when routing logic depends on customer data or IVR responses.

• Avoid unnecessary queue assignments only place cases where they genuinely belong.

• Review queues periodically to ensure they match operational needs.