Fill in the desired work queue Custom Properties. Create a custom field with work queue as an Asset Type, post this, you can view the Custom Properties inside the work queues. Admins can categorize work queues based on specific criteria relevant to the workflow or business needs. This allows for better organization and segmentation of queues, making it easier to manage. 
Custom Properties allow organizations to define additional attributes for entities such as work queues, records, or cases.

These properties help extend system-defined fields and enable teams to: 

• Organize data based on business-specific needs.

• Group entities logically.

• Build flexible reporting and automation.

In large-scale operations, businesses often manage multiple queues across products, regions, or teams. Monitoring and analyzing data at an individual queue level can become inefficient. Custom properties address this challenge by enabling logical grouping and categorization of queues without changing their existing structure.

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Queue Grouping & Monitoring

Custom properties allow multiple queues to be grouped under a shared attribute. 

This enables consolidated monitoring without manually tracking each queue.

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For more details, see Grouped Queues Monitoring.

For example:

• Assign Product = Washing Machine to multiple queues.

• Monitor all such queues collectively.

Filtering Queues in Record Manager

Custom properties can be used as filters within Record Manager to refine views.

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• Enables targeted analysis by helping users focus on the most relevant information.
• Provides faster access to relevant data, reducing the time spent searching for key insights.
• Enhances operational visibility, making it easier to monitor activities and identify trends or issues.

For example: 

• Filter records where:  

  • Queue.Product = Washing Machine. 

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Reporting & Dashboards 

Custom properties can be used as dimensions in dashboards and reports.

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• Supports business-aligned reporting by enabling data analysis based on organisational requirements and reporting goals.
• Provides flexibility to slice and analyse data across different dimensions, helping users explore information from multiple perspectives.
• Delivers deeper decision-making insights through more meaningful and actionable reporting outcomes.

For more details, see Reporting on Work Queue Level Custom Fields.

​Guided Workflow – Get Records Node

In guided workflows/IVR, custom properties can be used to dynamically fetch and process data.

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• Uses the Get Records node to fetch entities based on defined criteria.
• Applies filters through custom properties to refine and narrow the returned results.
• Retrieves specific sets of entities, such as queues or records, enabling more precise data access and processing.

For example:

• Fetch all queues where:  

  • Product = Washing Machine.