This view gives you an overview on all the members of service pools queues and what they are doing at the moment.
Pool Queue users view can be accessed from top right corner of Pools Queues view:
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Pool Queue users view displays all users who are currently members in any service pool. queue:
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Users can be filtered with their name and the grid by name to find specific users. The list can be sorted by any of the column headers. You can, for example, sort the talking users at top. The grid list is automatically updated every five seconds and new data fetched for each user.
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Show Include offwork agents switch allows you to show or hide users with off work availability status.
The grid list has columns for:
User name and availability - Availability is indicated with a colored circle and text.Ongoing call - Yes- 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.
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 poolqueue - The pool name of the queue is displayed where the user name is on a call
Free - Agents are free, when they are active in the pool 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.
Wrap-up time - if user is in wrap-up time, then the time left is displayed here. If 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.
User names can be clicked and the user’s information accessed at Single user view.
At the bottom of the gridlist, pagination controls allow you to select how many rows are displayed at same time. You can then move between the pages. You can choose from different row amounts depending how many rows your list has. Also all rows can be displayed at same time.
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