Queues

Queues displays the queues and queue groups from which an employee’s agent handles interactions. Queues groups the display by queues groups and queues. There are two kinds of queue groups:
  • Unified Queue Groups—A collection of queues of different media types receiving interactions for a single service group. For example, a Unified Queue Group called ‘Technical Support’ can contain a voice, a chat, an email, and an SMS queue receiving tech support contacts.
  • Reporting Queue Groups—A collection of queues, typically of a single media type, created for reporting purposes. For example, a collection of queues called ‘Email Technical Support’ can contain all email queues receiving tech support contacts.

Queues displays queues, both queues not associated to a queue group as well as queues belonging to queue groups. You can search for queues and queues to display or you can set queues and queue groups as favorites so that they always display when you go to Queues.

The Queues page contains a searchable archive of all calls sent to the queues for which the agent answers.

When you select a call in Queues, in addition to the handling options, you can quickly access the case details, notes, calls, all the participants of the case, other cases from the same customer, and URLs by using the corresponding tabs. This saves time when you are interacting with a customer. For more information about these tabs, see the "Cases".

An agent can view any interaction’s variable values that contain a URL under a separate tab, URLs. The URLs tab consists of a drop-down with all the variables and their associated value (URL). By default, the first URL is displayed in the frame. To open the URL in a new window, click Open.

You can choose to view the interactions in List view or in Grid view by clicking the respective option. See the "List pane".

Viewing queue groups and queues

You must be licensed to handle a media type to view queues of that media type. You must have an Agent of that media type, and be a member of the queue to view the queue.

Agents can pin queues and queue groups as favorites so that your most handled queues are always readily available. By selecting a pinned queue or queue group in the Queues page, agents can view interactions in queue. Each queue and queue group indicate
  • The number of agents available in each queue’s answering agent groups. For reporting queue groups and unified queue groups, the total number of agents available for their component queues is displayed.
  • The number of interactions in queue, or ‘interactions Waiting’, for the queue and the queue groups.
  • The queue or queue group’s Service Level percentage.

Agents can search for pinned queues and queue groups by keyword. Ignite displays all queues and queue groups matching the keyword. The search remains until you navigate away from the Queues page. You can sort search results and favorites by name or queue media type. Sorting by name sorts the queues and queue groups alphabetically. Sorting by media arranges queues in the order of Chat, Email, SMS, and Voice and sorts queue groups in the order of Unified and Reporting.

The following procedures explain how to
  • Pin queues and queue groups as favorites
  • Set queues and queue groups as favorites
  • Sort queues by name
  • Sort queues by media
  • View Queues interactions
To pin queues or queue groups as favorites
  1. Click Queues.
  2. Click the Select Favorite Queues button.
  3. Select the queues and queue groups you want to favorite.
  4. Click Save.
To search for a queue or queue group
  1. Click Queues.
  2. In the Search field, enter the keyword.
To sort queues by name
  1. Click Queues.
  2. Click Name.
To sort queues by media
  1. Click Queues.
  2. Click Media.
To view Queues interactions
  1. Click Queues.
  2. From the queue groups, click the queue of your choice to view its interactions.

    A list of interactions for the selected queue is displayed.

    Note:

    You can flip between List and Grid view.

  3. Click the interaction of your choice to view its details in the right pane.
    Note:

    A Back link is available for you to navigate back to the Queues page.

Parent topic: Getting started with Ignite
↑