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The list has columns for:

  • User name - Name of the user

  • Receive queue calls - Switch for enabling the user to receive queue calls. This must be enabled and the user activated in a service queue in order to receive calls from that queue.

  • Ongoing call Call - Red call icon is displayed, if the user is on call. Call duration is also displayed.
    If user is in wrap-up time (optional feature), then a violet clock icon is displayed along with the remaining wrap-up time. 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.

  • Talking on queue - The name of the queue is displayed where the user is on a call. Wrap-up time - If the user is in wrap-up time, then the time left is displayed hereIf no queue name is displayed and a call is ongoing then it’s a direct call.

  • Availability is indicated with a colored circle and the availability state name. Possible note text and end time is displayed.

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