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Please note, if your organization is using queue groups, then the queue list may appear different. See below.
Filter
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With Filter view you can filter which queues are displayed on the list and in which sorting order.
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Reset to default - Clears all filtering and sorting selections.
Search by queue name - You can search with any queue name or part of name.
Show technical queues - Display or hide technical queues.
Sort all queues in the list by:
Queue name - alphabetically ascending order (A to Z)
Queue length - longest queues first
Max waiting time - longest waiting time first
When filtering is active, the Filter icon above queue list has a green color.
Notifications
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Notification is displayed on your mobile device if the condition is met for the queue. This function is useful to let you know when something requires your attention on the queue. For example, if the queue gets too long, then you might want to add more agents to the queue - or just find out why the queue is long.
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Conditions for receiving notifications:
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User name and availability - Availability is indicated with a colored circle and text.
Active - Agent needs to be active to receive calls. Deactivated users are not receiving calls from the queue.
Free to receive calls - Agents are free when they are active in the queue and are accepting service calls. In addition, their availability status must allow service calls to be allocated and they must not be currently talking.
Accepting service calls - Agent is accepting service calls.
Ongoing call - Agent is having an ongoing call. Can be direct call or service call.
Talking on queue - Name of the queue, if agent is having a service call.
Wrap-up time - Optional feature. When service call has ended, wrap-up time is activated automatically by the system and new service calls are not allocated to the user during the wrap-up time.
Skill level - If the queue is using skill-based, then the numeric skill level of the agent is displayed.
Remove user - Remove the user from this queue.
Add users - Button at bottom right opens a new view where agents can be selected and added to this queue.
Queue groups (optional)
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Optional function, not enabled by default. Please ask your supervisor or Enreach support for enabling this. Queue group management is done on VoiceHub and Voice for Windows while any created queue groups are displayed also on mobile app.
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With queue groups, any number of queue groups can be created and queues grouped under them. This allows the users to see which queues belong to which group and therefore offers a more logical structure to queues. Queue groups can also be minimized to hide the queues that are not needed and making the queue list easier to handle.
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