Page Comparison

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1. Receive queue calls switch - Defines if you receive calls from the service queue 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.

2. Click to access Queue users view which displays all users who are members in any service queues.

3. Filter - Queues are by default sorted by queue name, but you can change the sorting order and filter which queues are displayed on the list. See below.

4. Tabs lists the following queues:
   All - All queues you have access to.
   Active - The queues you are active in.
   Followed - The queues you are following.

5. Active switch - Your active status in a service queue. Active if the switch is on.

6. Incoming accepted is displayed as a color in front of queue name:
   Green - calls are accepted
   Red - calls are not accepted
   Yellow - call-specific decision

7. Queue name - Name of the service queue. Clicking on the queue name opens the Queue details view,

8. Functions - Menu is opened from the three dots ⋮ symbol. Menu contains functions:
   Join/leave - Join the queue in order to start serving or to set notifications.
   Follow/unfollow - Add the queue to Followed tab.
   Notifications - Set conditions for receiving notifications about the queue. See below.
   Manage - View and edit queue members and their settings in Queue details. See below.

9. Serving - Agents that are currently active in the queue, are accepting service calls and are available. Talking agents are included.

10. Active - Total number of agents currently active in the queue and accepting service calls, regardless of their availability or talking status.

11. Queue length - Number of calls waiting for service. Call is counted as queueing, until it is either answered, ended or transferred onwards.

12. Max. wait time - Wait time of the caller who has waited the longest for service. Count resets every time caller enters a queue, for example when a call is transferred to another queue.

13. Notification icon - This queue has notifications set. See Below.

Queue length and Max. wait time cells are colored depending on the values:

Please note, if your organization is using queue groups, then the queue list may appear different. See below.

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