Picking chat requests out of queue
Pick behavior occurs in the following ways: First, agents can pick interactions out of queue and send them to the Inbox. When the interactions ring in the Inbox, agents can handle them. Second, agents can choose to pick and reply to an interaction. Choosing to pick and reply to an interaction sends the interaction to the agent's Inbox from where the agents can handle the interaction.
Chat interactions picked out of queue ring in the Inbox until the interaction is accepted. For more information on ringing behavior, see "Ringing states in Ignite".
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.
The following procedures explain how to
- Pick a chat request out of a queue
- Pick and automatically join a chat session
To pick a chat request out of a queue
- Click Queues and select a queue.
- Select an interaction or hover over the item avatar and click Pick
> Pick.
The chat is transferred to your Inbox.
- To handle the chat, click Inbox and select the chat or hover over the item avatar.
To pick and automatically join a chat session
- Click Queues and select a queue.
- Select an interaction or hover over the item avatar and click Pick
> Pick and Reply.
The interaction is transferred to your Inbox and opens in reply mode.
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