Viewing queue groups and queues

You must be licensed to handle a media type to view queues of that media type and you must have an Agent of that media type, and be a member of the queue to view the queue. If the Supervisor has the Advanced or System Administrator supervisor license they can view all queues and these permissions can be restricted using Security Roles.

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: Queues
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