Single user view

Manage user's queue memberships and status.

This view displays the user's status and all the service queues the user is member of.

User’s basic information is displayed at the top:

Availability - Under the user name, indicated with a colored circle and the availability state name. Possible note text and end time is displayed.
Ongoing call - Red call icon, if the user is on call.
Talking on queue - The name of the queue is displayed where the user is on a call.
Receive queue calls - Agent is accepting service calls. This can be toggled with a switch if there are sufficient permissions.
Wrap-up time - If the user is in wrap-up time, then the time left is displayed here.

List of queues

Queue list can be filtered with queue name name to find specific queues. The list can be sorted by any of the headers.

The queue list displays all the service queues where the user is a member. The list has following columns:

Checkbox for activating, deactivating, removing the user from queues and for copying the queues of the user (see below). When deactivated from a queue, the user is not receiving calls from that queue. Selecting any checkbox reveals the action buttons at bottom of the screen.
Free - Green or red icon: Users that can immediately be allocated to. A user is free in a queue when they are active in the queue and are receiving queue calls. In addition, their availability status must allow service calls to be allocated and they must not be currently talking.
Queue name - link to https://benemen.atlassian.net/wiki/spaces/PD/pages/edit-v2/2283438134 allows editing of the user’s (and other users') settings in that queue.
Active - Switch to activate or deactivate user. User needs to be active to receive calls. Deactivated users are not receiving calls from the queue.
Skill level - If the queue is skill-based, then the skill can be adjusted with a slider.

Copy queues to selected users

After selecting queues from the list, a button for Copy queues is displayed at bottom. Copying here means copying the selected queues to one or multiple target users. This can be useful, for example, when a user starts vacation and their responsibilities (service queues) need to be transferred to another user.

Selecting Copy queues option opens a new view where target user(s) are selected:

Clicking Copy button copies the queues to the target user(s). Queues also remain unchanged in the source user.

Users will be active in the selected queues immediately after copying. Skill settings will be copied where possible.

Add to queues

User can be added to service queues with the top right Add to queues button. This opens a view where multiple queues can be selected and user added to all of them at once.

Add queues as active switches between adding the queues so that the user is immediately active or inactive.

Queues are added to the user by selecting them with checkboxes. Selecting any checkbox reveals the Add button at bottom of the screen.