Queue details

This view contains basic status information about the service queue, list of users connected to that specific service queue, and also information about their status: are they active and ready to handle the service calls, etc.

Queue name is displayed at top
Queue phone numbers are listed below the queue name
Numbers in boxes indicate how many agents are in a specific state. First three boxes can also be clicked to filter those agents.
List of users displays the current users in the queue

Buttons at top right:

Manage - Optional feature. Opens a view for managing this queue's settings, such as phone numbers, schedule, prompts, IVRs, etc.
Add users - Add users to this queue. See below.
Set age bonus - Optional feature. See below.

List of users has the following columns:

Checkbox for activating, deactivating, removing and copying (see below) the users of the queue. Deactivated users are not receiving calls from the queue. Selecting any checkbox reveals the action buttons at bottom of the screen. Depending on your permissions, you may not be able to select some of the rows.
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.
User - the name of the user
Active - Switch to activate or deactivate user. User needs to be active to receive calls. Deactivated users are not receiving calls from the 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 queue - The name of the queue is displayed where the user is on a call. If no queue name is displayed and a call is ongoing then it’s a direct call.
Receive queue calls - Yes or No (-): The user is accepting service calls. This is required and the user activated in a service queue in order to receive calls from that queue.
Skill level - If the queue is using skill levels, then the slider is displayed for setting the skill level of the user. Moving the slider saves the change immediately.
Availability is indicated with a colored circle and the availability state name. Possible note text and end time is displayed.

Column headers can be clicked to sort the list.

Copy users to selected queues

After selecting users from the Queue details view, a button for Copy users is displayed at top of the table. Copying here means copying the selected users to one or multiple target queues. This can be useful when several users need to be added to a busy service queue quickly.

Selecting Copy users option opens a new view where target queue(s) are selected:

Clicking Copy button at top copies the users to target queue(s). Users also remain unchanged in the source queue.

Users will be active in the selected queues immediately after copying.

Set age bonus

Set age bonus link opens a dialog where age bonus can be changed if that feature is available for the queue.

Please note: Age bonus functionality is not available in this view if you have queue management tools enabled. In that case you can change age bonus (queue priority) in queue management tools.

Age bonus - service queue priority

Set age bonus dialog contains a slider which is be used for defining a service queue's priority. The priority is defined using Age bonus setting. An age bonus is used to prioritize service calls between queues. The age bonus makes the calls appear “older” than they actually are. A higher age bonus means that calls in the queue are prioritized first since they appear older and are allocated first to serving users.

Age bonus can be selected from 0 min to 10 min in 30 sec steps. Clicking on the Show large time range checkbox extends this time range to 3 hours with steps of 1 min.

If there are already calls in queue, then changing the priority value changes also the priority of existing calls in queue.

Close and Save buttons at the bottom are used to save or discard any possible changes. Both close the dialog.

Add users

This view lists users who can be added to the queue.

Add users as active switches between adding the users active or inactive.

Users are added to the queue by selecting them with checkboxes. Selecting any checkbox reveals the Add button at top of the table.