This view lists all pools you have access to. You can select which pools you are active in, and if you want to receive pool calls. Depending on your user permissions, you can manage service pools, and add or remove users, and choose to receive notifications about important pool events.
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Receive pool calls switch - Defines if you receive calls from the service pools you have joined and are active in. Your availability affects this, for example, calls are not offered when you are in Do not disturb availability state.
Click to access Pool users view which displays all users who are members in any service pools.
Filter - Pools are by default sorted by pool name, but you can change the sorting order and filter which pools are displayed on the list. See below.
Tabs lists the following pools:
All - All pools you have access to.
Active - The pools you are active in.
Followed - The pools you are following.Active switch - Your active status in a service pool. Active if the switch is on.
Incoming accepted is displayed as a color in front of pool name:
Green - calls are accepted
Red - calls are not accepted
Yellow - call-specific decisionPool name - Name of the service pool. Clicking on the pool name opens the Pool details view,
Functions - Menu is opened from the three dots ⋮ symbol. Menu contains functions:
Join/leave - Join the pool in order to start serving or to set notifications.
Follow/unfollow - Add the pool to Followed tab.
Notifications - Set conditions for receiving notifications about the pool. See below.
Manage - View and edit pool members and their settings in Pool details. See below.Serving - Agents that are currently active in the pool, are accepting service calls and are available. Talking agents are included.
Active - Total number of agents currently active in the pool and accepting service calls, regardless of their availability or talking status.
Queue length - Number of calls waiting for service. Call is counted as queueing, until it is either answered, ended or transferred onwards.
Max. wait time - Wait time of the caller who has waited the longest for service. Count resets every time caller enters a pool, for example when a call is transferred to another pool.
Notification icon - This pool has notifications set. See Below.
Please note, if your organization is using pool groups, then the pool list may appear different. See below.
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Optional function, not enabled by default. Please ask your supervisor or Enreach support for enabling this. Pool group management is done on Voice Center BetaVoiceHub and Voice for Windows while any created pool groups are displayed also on mobile app.
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