A DICE queue is a calling list that shows intake agents unowned Intakes they can work on. Admins can create different queues that filter intakes based on questionnaire answers and field values. Customize your queues to determine when and how frequently agents can call the cases on a DICE calling list. 

How to Create a DICE Queue

The following example creates a Florida Automobile Accident work queue. 

  1. Navigate to the App Launcher, then search for and select Dice Queues
  2.  Select New
    • From the main DICE Queues page you can also import queues, edit existing queues, and change queue owners.
  3. Complete the following fields:
    • DICE Queue Name: Name of your queue.
    • Earliest Call Time/Latest Call Time: The time frame in which agents can call these cases. Remember that these fields are dependent on the area code of the phone number on the intake Phone field.
    • Minutes Between Calls: The minimum amount of time agents must wait between calls. During this time the potential client will be removed from this DICE queue and all other DICE queues where they would appear.
  4. Click Save.
    • You will be redirected to the new DICE queue record.
  5. Update the Navigate To field to Intake.
    • DICE queues can navigate to intake, matter, and client records. Select the record type you need for your queue. See this article for complete information about navigation settings.
  6. Navigate the the Queries sections and begin to build your queries. For our example, we've created three example queries:
    1. Query 1: Case State = Florida
      • Question/Field: Case State
      • Operator: Equals
      • Value: FL Florida
    2. Query 2: Case Type = Automobile Accidents
      • Question/Field: Case Type
      • Operator: Equals
      • Value: Automobile Accidents
    3. Query 3: Status = Open
      • Question/Field: Status
      • Operator: Equals
      • Value: Open
  7. Scroll down to the Sorting section to determine the order in which records appear on a calling list. For our example we want cases sorted from oldest to newest.
    1. Field: Created Date
    2. Direction: Ascending
  8. Save.
  9. Refresh Litify to view the queue in the DICE toolbar.

Additional Information

  • Like questionnaires and CQC, you can make complex rules with the OR operator in DICE. For example, you might want to query intakes with a the Automobile Accident or Personal Injury case type. This doesn't support every field.
  • DICE queues only include intakes with a populated Client field. So make sure intake Client fields are populated.

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