My Queue displays all records that require personal attention and designated for the current user or his/her workgroup. MyQueue may contain incoming emails routed to you, Tickets assigned to you or your workgroup, alerts, notifications and escalations. You can start daily tasks in MyQueue by reviewing new records or following up on existing ones.

Each Ticket when created needs to be linked either to External Customer or Internal Customer (Employee). Tickets can be created from Customer Interactions, Emails, Phone Calls, Chat sessions, manually by Agents or by Customers using the Customer Portal. Tickets are audited, can be tracked by individual events. QueWeb offers variety of statistical data for capturing, project management and quality control. Extensive workflow is available and can be customized to handle Tickets.

Knowledge Base (KB) is a collection of various Solutions that can be used to resolve Customer inquiries and Tickets. Knowledge Base in QueWeb is tightly integrated with Tickets and allows for quick and efficient Ticket resolutions. 

KB keeps track on statistics of using Solutions and thus provides an analysis data on their effectiveness. You can schedule a frequent review of Solutions that are underperforming by looking at the corresponding Ad Hoc report, and rewriting them.