This view lists all pools service queues you have access to. You can select which pools service queues you are active in, and if you want to receive pool service calls. Depending on your user permissions, you can manage service poolsqueues, and add or remove users, and choose to receive notifications about important pool queue events.
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Receive
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queue calls switch - Defines if you receive calls from the service
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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.
Click to access
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Queue users view which displays all users who are members in any service
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queues.
Filter -
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Queues are by default sorted by
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queue name, but you can change the sorting order and filter which
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queues are displayed on the list. See below.
Tabs lists the following
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queues:
All - All
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queues you have access to.
Active - The
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queues you are active in.
Followed - The
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queues you are following.
Active switch - Your active status in a service
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queue. Active if the switch is on.
Incoming accepted is displayed as a color in front of
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queue name:
Green - calls are accepted
Red - calls are not accepted
Yellow - call-specific decision
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Queue name - Name of the service
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queue. Clicking on the
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queue name opens the
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Queue details view,
Functions - Menu is opened from the three dots ⋮ symbol. Menu contains functions:
Join/leave - Join the
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queue in order to start serving or to set notifications.
Follow/unfollow - Add the
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queue to Followed tab.
Notifications - Set conditions for receiving notifications about the
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queue. See below.
Manage - View and edit
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queue members and their settings in
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Queue details. See below.
Serving - Agents that are currently active in the
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queue, are accepting service calls and are available. Talking agents are included.
Active - Total number of agents currently active in the
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queue 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
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queue, for example when a call is transferred to another
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queue.
Notification icon - This
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queue has notifications set. See Below.
Queue length and Max. wait time cells are colored depending on the values:
Column | No color | Yellow | Red |
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Queue Length | 0 calls | 1-2 calls | >= 3 calls |
Max wait time | 0-30 sec | 31-60 sec | > 60 sec |
Please note, if your organization is using pool queue groups, then the pool queue list may appear different. See below.
Filter
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With Filter view you can filter which pools 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 pool queue name - You can search with any pool queue name or part of name.
Show IVR poolstechnical queues - Display or hide technical poolsqueues.
Sort all pools queues in the list by:
Pool 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 pool 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 poolqueue. This function is useful to let you know when something requires your attention on the poolqueue. For example, if the queue gets too long, then you might want to add more agents to the pool queue - or just find out why the queue is long.
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Conditions for receiving notifications:
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Limitations:
You must join the pool queue to be able to set notifications.
You can only have one active condition per poolqueue.
The notification is displayed only once and then the condition is cleared. If you want the notification to trigger again, you have to re-create the condition.
Pool details
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Queue details
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At top bar of queue details view are:
Incoming accepted - colored circle in front of the name (see above)
Name of the queue
Info icon to display the phone numbers attached to the queue
This view has two tabs for listing the users in the service poolqueue:
Serving tab - Agents that are currently active in the service poolqueue, are accepting service calls and are available. Talking agents are included.
All users tab - Total number of agents in the poolqueue
Clicking on an agent expands their details:
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 poolqueue.
Free to receive calls - Agents are free when they are active in the pool 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 poolqueue - Name of the poolqueue, 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 pool queue is using skill-based, then the numeric skill level of the agent is displayed.
Remove user - Remove the user from this poolqueue.
Add users - Button at bottom right opens a new view where agents can be selected and added to this poolqueue.
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Queue groups (optional)
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Optional function, not enabled by default. Please ask your supervisor or Enreach support for enabling this. Pool Queue group management is done on Voice Center BetaVoiceHub and Voice for Windows while any created pool queue groups are displayed also on mobile app.
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With pool queue groups, any number of pool queue groups can be created and pools queues grouped under them. This allows the users to see which pools queues belong to which group and therefore offers a more logical structure to poolsqueues. Pool Queue groups can also be minimized to hide the pools queues that are not needed and making the pool queue list easier to handle.
Each pool queue group displays the group name and number of pools queues under it. Clicking on a pool queue group expands or minimizes the whole group.
If a pool queue doesn’t belong to any group then it’s listed under a group Ungrouped below all other groups.
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