Queue users, VoiceHub

This view gives you an overview on all the members of service queues and what they are doing at the moment.

Queue users view can be accessed from top right corner of Queues view:

Queue users view displays all users who are currently members in any service queue:

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.

Include offwork agents switch allows you to show or hide users with off work availability status.

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 - Red call icon is displayed, if the user is on call.
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 here.
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 https://benemen.atlassian.net/wiki/spaces/PD/pages/2231468051.

At the bottom of the list, 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.