Queues

Queues allows you to monitor interactions that are waiting in queue to be handled.

 

The Queues window displays all the queued interactions:

Queue_home.png

The queues table displays the following:

Date  -  The date the interaction was placed in the queue.
Time in Queue  -  How long is the interaction in the queue.
Campaign  -  The campaign the interaction is assigned to.
Contact  -  The address where the interaction originated from.
Subject  -  The subject of the interaction.
Media type  -  The media type of the interaction: email, audio, video, chat or social media.

 

 

On the Queues homepage you can:

 

To manage queued interactions:

  • Click on Users_actions.png on the report's row:
    Queue_actions.png
  • The following operations are available:

    • Push - Force the interaction to be dealt with:
      Queue_push.png
      • On the pop-up window:
      • Select the desired agent to deal with the interaction.
      • Click Push to proceed.

    • View interaction - open the interaction in a preview window:
      Queue_preview.png
      • On the preview window, for an email interaction, you can:
      • Print the email.
      • Download the email in eml format.

 

To edit the information displayed:

  • Click on settings_icon.png to open the settings pop-up:
    Queue_settings.png
  • On the pop-up:
    • Click on the check box of the information you want displayed.
    • The selected columns have a Settings_pop-up_check.png and are presented on a list on top.
    • The unselected columns have a Settings_pop-up_uncheck.png and are present on a list below.
    • Click SAVE to apply changes.

 

To refresh the information displayed:

  • Click on Users_REFRESH.png.

 

To filter the information displayed:

  • Click on Users_filter.png.
  • Select a category from the drop-down menu.
  • On the selected category, click on Users_filtericon.png.
  • Select the desired itens.
Note: Click on Users_filternot.png to delete the filter.