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 poolqueue:
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Users can be filtered 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 list is automatically updated every five seconds and new data fetched for each user.
Show Include offwork agents switch allows you to show or hide users with off work availability status.
The list has columns for:
User name and availability - Availability is indicated with a colored circle and text on hover.Ongoing call - 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 name of the pool queue is displayed where the user is on a call.
Free - Yes or No (-): 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 - Yes or No (-): Agent is accepting service calls.
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.
User names can be clicked and the user’s information accessed at Single user view.
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