Picking calls out of queue

Agents can pick calls out of queue and send them to the Inbox. Once ringing in the Inbox, the call can be answered.

Note:
  • Agents cannot pick or pick and reply to interactions from the queue if they are in Do Not Disturb.
  • Agents may only pick or pick and reply to interactions from the queue if they have the appropriate permissions.

To pick a call from the queue

  1. Click Queues and select the appropriate queue.
  2. Select a call from the queue or hover over the item avatar and click Pick.

    The call is transferred to your Inbox.

Parent topic: Handling calls in Ignite
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