My queues

My queues lists all the queues you are a member of. You can activate or deactivate yourself in those queues. This view is similar to https://benemen.atlassian.net/wiki/spaces/PD/pages/2015297594 but from your personal viewpoint and without managing functionalities.

Also queue user activity can be seen, such as how many users are ready to take calls in each service queue.

If your organization is using queue groups, you can see the queues grouped here.

Queues view lists all the service queues sorted alphabetically ascending by queue name:

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At top of the view, queue list can be filtered with the search by queue name function. For example, entering text “sales” would show only the queues with “sales” in the queue name.

Receive queue calls switch at top enables you to receive queue calls. This must be enabled and the user activated in a service queue in order to receive calls from that queue.

If your organization is using queue groups then you are able to collapse and expand all groups.

Service queue list has the following columns:

1. Queue name - Click to open queue dialog

2. Active - Switch to activate or deactivate yourself in the queue. You need to be active to receive calls. Deactivated users are not receiving calls from the queue.

3. Free users - Agents that can immediately be allocated to. Agents are free, 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.

4. Ongoing call - Currently ongoing calls from this queue

5. Queue length - Number of calls in waiting for service. Call is counted as queueing, until it is either answered, ended or transferred onwards.

6. Max wait time - Wait time of the caller who has waited the longest for service. Count resets every time caller enters a queue, for example when a call is transferred to another queue.

Column headers can be clicked to sort the queue list.

Some columns have a cell background coloring to indicate their status:

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 on how many rows your list has. Also all rows can be displayed at same time.

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