How do I control how tasks get handed out to my team?

Queue settings decide how an open task actually reaches a staff member: what they're allowed to see, and how many they can be working at once.

Pick a distribution mode

1. Open TMS, then Setup, then the Queue settings tab.
2. Choose one of four modes:
   • Strict (the default): staff only see and can take a small, top-ranked window of the open tasks nobody else is holding. Admins always see everything, for triage.
   • Open: every staff member sees every open task nobody else is holding, and can take any of them.
   • Assigned: tasks are routed to a specific person, by an admin or an automation, and staff only see their own assigned list. The unassigned pool stays admin-only.
   • Hybrid: staff work their own assigned tasks first, then pull from the shared strict window once that list is empty.
3. For Strict or Hybrid, set the window size, how many top-ranked tasks a staff member can see and take at once.
4. Click Save.

A task already assigned to a teammate is theirs, so it never shows in anyone else's list.

How long a task can sit with one person

Auto-release after (hours) is the longest a task can stay assigned to one person. It starts at 8 hours. After that, the task goes back to the queue by itself, with no penalty to the customer or the person who had it. A task also goes back straight away when the person it's assigned to signs out, or when their shift ends. Being idle, on a call, or in another screen does not send it back.

Who can change this

Queue settings are on Pro and up, and need an organization admin.